AccountId: 011433970860
ContactId: b8670df3-0dfc-455c-ba86-1bf10ee5ff69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113599 ms
Total Talk Time (AGENT): 49381 ms
Total Talk Time (CUSTOMER): 44214 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b8670df3-0dfc-455c-ba86-1bf10ee5ff69_20250623T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office in [PII], and I'm trying to get some benefits and eligibility for a patient, please.
[AGENT][NEUTRAL] All right, [PII], happy to check benefits and eligibility. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 02579763.
[AGENT][NEUTRAL] All right, let me pull this up.
[AGENT][NEUTRAL] And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Their effective date is gonna be [PII].
[AGENT][POSITIVE] And we can send you a breakdown, uh, a fax back with a breakdown of benefits verbally give you benefits, whatever works best.
[CUSTOMER][POSITIVE] Um, a fax back would be great.
[AGENT][POSITIVE] Yeah, absolutely. What's a good number to send it to?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII] should be mark attention to anybody.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. Give me about 5 minutes and you should have that. Anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Uh-huh. Bye bye.