AccountId: 011433970860
ContactId: bb1bdc7d-d2cb-4406-ac5f-ef5ed2472e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252080 ms
Total Talk Time (AGENT): 66055 ms
Total Talk Time (CUSTOMER): 53857 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/bb1bdc7d-d2cb-4406-ac5f-ef5ed2472e85_20250327T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just needed to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can give you eligibility and benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mm it's [PII] and it is [PII] and it's Family dentistry of Seneca.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh huh. First name is [PII] Last name is [PII] and that is [PII] then [PII] then [PII] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is her policy number, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] 02592632
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy. Her effective date is [PII]. And if you can give me your fax number, I'll send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, alright, and will that show me her plan year maximum and all of that information as well?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and we appreciate you calling APL. Is there anything else I can do for you before we go?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] OK, well you take care, Ms. [PII].
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.