AccountId: 011433970860
ContactId: b3c15305-d1c0-4aaf-bb19-813ff964258a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123440 ms
Total Talk Time (AGENT): 46428 ms
Total Talk Time (CUSTOMER): 51381 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b3c15305-d1c0-4aaf-bb19-813ff964258a_20250326T15:10_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling from a provider's office. I'm calling to see, um, to get a fax back or a breakdown of benefits for one of our patients.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], and the callback number is [PII].
[AGENT][NEUTRAL] [PII], could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Is it the full name?
[AGENT][NEUTRAL] Yeah, your first name, the spelling of your first name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Can I have the policy number of the member that you're inquiring eligible for?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02596589.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And [PII], you're calling today to request the fax to be sent over uh dental schedule to be sent over to you by fax.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] is your fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And could you provide me with your callback number again if you don't mind?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. So [PII], I'm gonna send this information over for you. The member has no history on file, nor have you utilized any of his benefits for $25 or met his deductible. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, that's all I needed thank you very much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.