AccountId: 011433970860
ContactId: c12ec4ef-b1b0-4f37-bb72-d626645ad2e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405040 ms
Total Talk Time (AGENT): 57380 ms
Total Talk Time (CUSTOMER): 53586 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c12ec4ef-b1b0-4f37-bb72-d626645ad2e2_20250317T19:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, I'm calling to get an eligibility and benefit breakdown.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, and this is for dental.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Great Falls Dental Associates.
[AGENT][NEUTRAL] OK, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 949-745.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Do you need this information given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] Faxed over would be great.
[AGENT][NEUTRAL] All right. What is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] to see you. I'll wait.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, one moment.
[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.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.