AccountId: 011433970860
ContactId: 9715b3ab-6cb1-442e-8f6d-be8a245642b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274880 ms
Total Talk Time (AGENT): 56817 ms
Total Talk Time (CUSTOMER): 61748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9715b3ab-6cb1-442e-8f6d-be8a245642b1_20250220T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. Um, I'm trying to verify a patient's dental eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, and can I please get your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], Ms. [PII], what is your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Um, the office is Smith Dental Care. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so the, uh, policy number is 02456317.
[CUSTOMER][NEUTRAL] Patient is [PII] I'm sorry, [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for giving me that information.
[AGENT][NEUTRAL] All right, let's look.
[AGENT][NEUTRAL] The patient is active. The effective date of the policy is [PII], and if you give me your fax number I can send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] Yes, that'd be great. Um, fax number is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK Miss [PII], I'm gonna put you on a brief hold while I get that faxed together for you and I'll be right back.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] SBO
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.