AccountId: 011433970860
ContactId: b559b2d0-faee-4920-87f4-3779d9dfe186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212229 ms
Total Talk Time (AGENT): 120055 ms
Total Talk Time (CUSTOMER): 89316 ms
Interruptions: 2
Overall Sentiment: AGENT=3.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b559b2d0-faee-4920-87f4-3779d9dfe186_20250102T16:14_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] Hey, good morning. This is [PII] with Be Academy Dentistry. I just need to verify the coverage and eligibility for a patient on dental services.
[AGENT][POSITIVE] Yeah, I'd love to help you with coverage and eligibility today and I'm so sorry I didn't quite catch your name. What was it again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what is a good policy number to look at?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, it is 02494717.
[AGENT][NEUTRAL] 02491 I'm so sorry. I think I read that back wrong. I, but I wrote it down right.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] 02494717
[AGENT][POSITIVE] OK, perfect. That is exactly what I have. Thank you so much. And um I get that policy pulled up, ma'am, would you mind if I also got a good callback number today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful, I appreciate that and your patience first and last name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] at [PII].
[AGENT][POSITIVE] Wonderful thank you so much and would you like me to go ahead and just send you a fax back of benefits?
[CUSTOMER][NEUTRAL] Yes, they don't have a complete breakdown, correct?
[AGENT][POSITIVE] Yes, it does have a complete breakdown, correct.
[CUSTOMER][POSITIVE] OK, yes please.
[AGENT][POSITIVE] Let me get that together real fast for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Personal question, do you work from home?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry?
[CUSTOMER][NEUTRAL] Oh, I said do you work from home?
[AGENT][POSITIVE] Yes, I love it.
[CUSTOMER][POSITIVE] Oh, must be nice. Oh, that's what I've been looking for for the past 3 years.
[AGENT][POSITIVE] Oh my gosh. I was working in restaurants for a long time before this, and the change has, I, I mean, it's like changed my life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh uh-huh.
[CUSTOMER][POSITIVE] Uh huh, yes, that's what I've been looking for for, oh my gosh, the past 2 years.
[AGENT][POSITIVE] Well, I absolutely wish you some luck with it. Um, it's, I mean, I mean, I would recommend my company. I don't know if you live out of the [PII] area, but
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Oh, OK, what's the name of it?
[AGENT][POSITIVE] If you do, uh, American Public Life, it's a really good company to work for.
[CUSTOMER][NEUTRAL] Oh, OK, of course this is what I'm calling with.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, OK. I'm gonna search for it because I mean, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see, my friend, I have that fax almost finished. I just need to
[AGENT][NEUTRAL] Um, get pulled up, and are you wanting that made attention to yourself today?
[CUSTOMER][NEUTRAL] Yeah, that'll be fine.
[AGENT][NEUTRAL] And it was [PII] Did I get that right for the spelling?
[CUSTOMER][NEUTRAL] Yeah, yeah, no, [PII]
[AGENT][POSITIVE] Perfect. And then the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I'm gonna send on that right now. It should be coming your way. They typically take 5 to 10 minutes.
[CUSTOMER][POSITIVE] Alright, great, thank you so much.
[AGENT][POSITIVE] And hey, my pleasure. Is there anything else I can do for you today, ma'am?
[CUSTOMER][NEUTRAL] No that's that's it.
[AGENT][POSITIVE] All right well you have a wonderful day thanks for calling APL and have a [PII].
[CUSTOMER][POSITIVE] You too. Same to you, sweetie. Bye bye.
[AGENT][NEUTRAL] Bye bye.