AccountId: 011433970860
ContactId: a697bf04-20aa-4e74-88e9-b1bf1c4caa2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361130 ms
Total Talk Time (AGENT): 92161 ms
Total Talk Time (CUSTOMER): 95449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a697bf04-20aa-4e74-88e9-b1bf1c4caa2f_20250318T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry. My name is [PII] and I'm calling in to check the benefits and eligibility status of a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with both benefits and eligibility. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. Callback number is [PII]. There's no extension. And our facility's name is Forest Park, Mouthpiece Dental 4.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you so much. Patience's name is [PII].
[CUSTOMER][NEUTRAL] Um, it's spelled as, um, first name is spelled as [PII], last name [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number will be F for Foxtrot 08466346.
[AGENT][NEGATIVE] What, can you repeat that policy number for me one more time? The phone was breaking up.
[CUSTOMER][NEUTRAL] Yes, sure. It's F 08466346.
[AGENT][NEUTRAL] OK, do you see another policy number because that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, can you please try 258-47004?
[AGENT][NEUTRAL] That sounds more like it. Let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very well, OK, I do have [PII] pulled up now, and his policy is active. The effective date 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][NEUTRAL] OK, um, uh, give me a moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right. Uh, fax number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat it, make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Yes. Again, it's [PII]. Thank you.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. I'm gonna put you on a brief hold while I get that fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] Sure thank you. You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you so much for that. May I ask for your um reference number for this call? Sorry?
[AGENT][NEUTRAL] Yes, ma'am. You can, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Alright, thank you so much for this story, and again thank you for answering my call today um bye for now and have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Bye-bye, Ms. [PII]. You have a wonderful day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye for now.
[AGENT][NEUTRAL] Bye-bye.