AccountId: 011433970860
ContactId: b7240ab1-1878-47a9-90da-1666cafe629b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428480 ms
Total Talk Time (AGENT): 71733 ms
Total Talk Time (CUSTOMER): 68154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b7240ab1-1878-47a9-90da-1666cafe629b_20250410T20:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm trying to find out some eligibility and benefits for a new patient of ours.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm sorry I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] That's beautiful.
[AGENT][POSITIVE] And Miss [PII], thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] I like that.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, it's area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 0252 I beg your pardon, 02588336.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, her name is Ms. [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And this is for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] If I could get a fax, that would be perfect.
[AGENT][NEUTRAL] Yes, I can go ahead and send you a fax. What is the fax number?
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You are.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] It'll be a simple extraction.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I've got it right now so thank you very very much I appreciate you so much.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][POSITIVE] You're welcome, Miss [PII] thank you for calling.
[CUSTOMER][POSITIVE] I've got it thank you and.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] I will you have a good day thanks bye bye.
[AGENT][POSITIVE] You have a good afternoon, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah