AccountId: 011433970860
ContactId: a900c443-546a-467b-9c95-40a99e10a354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435350 ms
Total Talk Time (AGENT): 64101 ms
Total Talk Time (CUSTOMER): 38591 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a900c443-546a-467b-9c95-40a99e10a354_20250404T15:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to see if my patient's still active.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], and may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, what's the patient's, um, policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see 02441199.
[AGENT][NEUTRAL] All right, thank you. Let me pull that information.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] Do what? It is active?
[AGENT][NEUTRAL] Yes, it is active dental, this is a dental policy.
[CUSTOMER][NEUTRAL] Can you send me a fast fax?
[AGENT][NEUTRAL] Um, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] 3183.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. Have a good weekend.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.