AccountId: 011433970860
ContactId: c28b219e-9970-4634-8d48-b50c4d39b3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99260 ms
Total Talk Time (AGENT): 48341 ms
Total Talk Time (CUSTOMER): 27491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c28b219e-9970-4634-8d48-b50c4d39b3f1_20250204T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, I need to get eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I can help, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said this is outpatient hospital?
[CUSTOMER][NEUTRAL] No, this is [PII].
[AGENT][NEUTRAL] Oh, dental.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 626-098
[AGENT][NEUTRAL] Policy number and the I'm sorry, a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Uh, would you like to schedule a benefits faxed over to you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is active, um, on the schedule of benefits, it will provide the calendar year maximum and deductible information, uh, the common limitations exclusions, um, it'll list each procedure code that's covered under this policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] And you should receive it within the next 5 to 7 minutes.
[CUSTOMER][POSITIVE] OK thank you
[AGENT][NEUTRAL] All right. Any other questions?