AccountId: 011433970860
ContactId: b6f8cd4c-4b7d-42f4-a848-b5f92e2ec41b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153419 ms
Total Talk Time (AGENT): 34630 ms
Total Talk Time (CUSTOMER): 40569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b6f8cd4c-4b7d-42f4-a848-b5f92e2ec41b_20250516T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Actually I'm looking for.
[CUSTOMER][NEUTRAL] Dental benefits for the patient.
[AGENT][NEUTRAL] OK. And I'm sorry, I missed your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank, OK, and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Actually I need the eligibility fax.
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 42.
[CUSTOMER][NEUTRAL] 1355.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you needed a fax back of the benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's your facts?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 508.
[CUSTOMER][NEUTRAL] 748,590.
[AGENT][NEUTRAL] OK, 508748-5908.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] And patient plan is active?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and do you need any other information while we're on the phone?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me about 5 minutes, OK?
[CUSTOMER][NEUTRAL] that's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Thank you.