AccountId: 011433970860
ContactId: b27021cb-9662-4bf3-bae0-ad4693718d99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219210 ms
Total Talk Time (AGENT): 94000 ms
Total Talk Time (CUSTOMER): 45924 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/b27021cb-9662-4bf3-bae0-ad4693718d99_20250107T15:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from a dentistry. I'm trying to verify patients benefits, please.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some benefits today, Ms. [PII], and may I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much and that member's policy number?
[CUSTOMER][NEUTRAL] I have 02546033.
[AGENT][POSITIVE] Wonderful, thank you. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate that. And I do see your patient is current and active with us since [PII]. I do have a fax back of benefits I could send your way if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, perfect. Let me, it's super quick but let me fill it out for you.
[AGENT][POSITIVE] Are you having a fabulous day so far?
[CUSTOMER][NEUTRAL] How about you?
[AGENT][NEUTRAL] I am. It's like cold though, and I don't like that, but.
[AGENT][NEUTRAL] Um, I mean, what can you do? It's January.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm just waiting for that fax box to load. It will just be one second, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] And are you wanting that made attention to yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alrighty, so what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. I'm hitting send on that right now, Ms. [PII]. You should have it in the next 5 to 15 minutes and then is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Can you verify the group name and number for me, please?
[AGENT][NEUTRAL] Yeah, let me pull that up for you, my friend. Give me one second.
[AGENT][NEUTRAL] I have the group number is 70019 and then the group name is BG Staffing Inc.
[CUSTOMER][NEUTRAL] And can you just confirm real quick your.
[CUSTOMER][NEUTRAL] Um, claims address please.
[AGENT][NEUTRAL] You betcha it's gonna be [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help today.
[AGENT][POSITIVE] Yeah, it's my pleasure. If there's anything else I can do for you just please let us know.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. Take care.