AccountId: 011433970860
ContactId: b0e8ff4c-9df0-44bb-9960-76a5050f7933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263010 ms
Total Talk Time (AGENT): 92498 ms
Total Talk Time (CUSTOMER): 73125 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b0e8ff4c-9df0-44bb-9960-76a5050f7933_20250109T19:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with H28 Dental on [PII]. I was hoping to get a fax back of a patients, um.
[CUSTOMER][POSITIVE] Benefits if you don't mind.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the best number to reach us is [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be 02491138.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient's first name is [PII], last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for.
[CUSTOMER][NEUTRAL] Oh, but it looks like the last name you guys might have on file for them is um different.
[CUSTOMER][NEUTRAL] So I called the [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have them here and you said you'd like a copy of the fax back uh benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold one moment, and um what is the fax number that I would be sending that to?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and do you mind holding one moment? I'll get that pulled up for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah and then while you're looking into that, can I also ask um the amount used for the new year?
[AGENT][NEUTRAL] Uh, for [PII].
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I show the benefits are available at this time for [PII], the full amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK perfect and then obviously deductible has not been met, am I right?
[AGENT][NEGATIVE] The deductible has not been met, yes.
[CUSTOMER][POSITIVE] Perfect, I love to hear it. Thank you.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Girl, mm. [PII] I here tripping.
[AGENT][NEUTRAL] Your name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] oh my gosh.
[AGENT][NEUTRAL] Last name is.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Why does that come up?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you for holding, [PII]. I apologize for the wait. Will I be sending this fax to your attention?
[CUSTOMER][NEUTRAL] Um, if that's fine, yeah, if you could, that would be fine, thank you, sorry, words are really hard.
[AGENT][NEUTRAL] OK. That's OK.
[AGENT][NEUTRAL] And uh one more time, it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, it's on its way. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been amazing thank you so much for your help today.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright thank you bye.