AccountId: 011433970860
ContactId: 93f8015f-9c7d-4655-885d-79140bfebedf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273420 ms
Total Talk Time (AGENT): 49670 ms
Total Talk Time (CUSTOMER): 48070 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/93f8015f-9c7d-4655-885d-79140bfebedf_20250227T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I just wanna check with my patient is active.
[AGENT][NEUTRAL] I can help you with the eligibility of a patient. May I get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Our number is [PII].
[CUSTOMER][NEUTRAL] And it's Doctor [PII]'s family dentistry.
[AGENT][POSITIVE] OK, thank you so much. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] Her subscriber ID is 00622431.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] OK thank you let me look up her policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you do fax? Could you do a fax pack over that?
[AGENT][POSITIVE] Absolutely. What is your fax number?
[CUSTOMER][NEUTRAL] OK it's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you sir for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][POSITIVE] You're welcome.