AccountId: 011433970860
ContactId: 95f00e2a-acbb-4dd5-9b6c-7d490b9db4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106709 ms
Total Talk Time (AGENT): 39100 ms
Total Talk Time (CUSTOMER): 55637 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/95f00e2a-acbb-4dd5-9b6c-7d490b9db4ce_20250108T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just calling to verify coverage for 25 for 2025 for um one of our patients.
[AGENT][POSITIVE] OK, I'm happy to check on that. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I have the subscriber ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is 3, sorry, it's 632-335.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[CUSTOMER][NEUTRAL] The name is [PII]
[AGENT][POSITIVE] All right, thank you so much. And then if I could get date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is still active. Uh, the effective date is still [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Can I, uh, do, do I get a, should I request a fax for this year?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yeah, I can definitely send you one, absolutely.
[CUSTOMER][NEUTRAL] I think yeah.
[CUSTOMER][NEUTRAL] Fax I can give you the fax number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It is [PII]. It's Dragon Dentistry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And should I mark it attention to anybody or?
[CUSTOMER][NEUTRAL] You can put attention, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, I am sending that now. It should be there in about 5 minutes, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.