AccountId: 011433970860
ContactId: c127e1e9-ff90-402d-abd6-4b1ecde1ecf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111769 ms
Total Talk Time (AGENT): 54246 ms
Total Talk Time (CUSTOMER): 35328 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c127e1e9-ff90-402d-abd6-4b1ecde1ecf5_20250428T17:12_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], I'm just checking the eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII] with Apex Dental.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 0227405 excuse me 45.
[AGENT][NEUTRAL] OK, that was 74045?
[CUSTOMER][NEUTRAL] Yeah, 4 or 5, yeah.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Last name is [PII] for [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date for this member was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Let me see if I have it. I might.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yeah, go ahead if you could fax it back to me that would be great.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alrighty, I'll go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.