AccountId: 011433970860
ContactId: af041e38-8879-4fb5-96be-f9a49aa46b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381279 ms
Total Talk Time (AGENT): 71354 ms
Total Talk Time (CUSTOMER): 61543 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/af041e38-8879-4fb5-96be-f9a49aa46b81_20250321T16:46_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] Hi, yes, my name is [PII] and I was just calling to check a patients, uh, eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected and the name of the facility you're calling from from my location?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, uh, callback number is [PII] and it's Crescent Hill Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is 02466103.
[AGENT][NEUTRAL] So the last digit is a 3.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes, and if you all do a fax back of benefits, but I just wanted to make sure it was still active first.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yes, sure. All right. Um, we have an effective date of February, um.
[AGENT][NEUTRAL] Bear with me, [PII]. It is active at the moment and this is a basic dental policy. What is the fax number so I can send you a breakdown.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah it is 502.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 893.
[CUSTOMER][NEUTRAL] 3690.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, [PII] to your attention, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, that would be perfect.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm. 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 me, Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, um, I believe that's everything. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.