AccountId: 011433970860
ContactId: a4c2b571-d07c-41d6-a4a3-c99895e36a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129190 ms
Total Talk Time (AGENT): 46497 ms
Total Talk Time (CUSTOMER): 52825 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a4c2b571-d07c-41d6-a4a3-c99895e36a09_20250130T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Brand Family Dentistry. I am just calling to see if a patient is active and if I can get a fax back of benefits.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is I have a group number.
[CUSTOMER][NEUTRAL] Are you asking for like the member ID number?
[AGENT][NEUTRAL] Yes, it starts with a 0.
[CUSTOMER][NEUTRAL] 00605745.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much for verifying the policy, [PII]. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I need a fax back of benefits.
[AGENT][NEUTRAL] May I have the fax number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Attention.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] To the attention
[CUSTOMER][NEUTRAL] Um, you could put [PII] spelled like the state.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I will get that submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] OK. And I do wanna thank you so much for calling American Public Life. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.