AccountId: 011433970860
ContactId: bf2fa293-b708-4265-813b-07af79477002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209610 ms
Total Talk Time (AGENT): 61739 ms
Total Talk Time (CUSTOMER): 55515 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bf2fa293-b708-4265-813b-07af79477002_20250605T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Solomon Family Dentistry, the [PII] location. My name's [PII]. I'm calling to verify a patient's eligibility with you guys.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02634843.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][POSITIVE] You're fine take your time.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I'm showing that this policy is active with an effective date.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And did you need a fax back of their benefits or um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Really quick for her, maximum and deductible is uh max is 500, deductible is 50.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me check on her.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] And yeah, I can just get a fax back that would be great.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment while I send that.
[AGENT][NEUTRAL] And just to confirm, I have fax number [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am.
[AGENT][NEUTRAL] Alright, I just sent that fax over. You should receive it in no more than 10 minutes. Um, if you don't receive it in a few hours, go ahead and give us a call back, OK?
[CUSTOMER][POSITIVE] Alrighty thank you so much you have a great day.
[AGENT][POSITIVE] You too, [PII]. Have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye now.