AccountId: 011433970860
ContactId: cc45c3b6-b8d7-4362-82a7-fc9387aa384e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303679 ms
Total Talk Time (AGENT): 93973 ms
Total Talk Time (CUSTOMER): 78940 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/cc45c3b6-b8d7-4362-82a7-fc9387aa384e_20250306T18:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I am calling from Walton Center for Family Dentistry. I was just trying to see if a patient is eligible for benefits, and if so, if we can get that faxed over.
[AGENT][NEUTRAL] Yes, I can help you with benefits, um, Ms. [PII], and can you give me the name of the facility, the dental facility again?
[CUSTOMER][NEUTRAL] Yes, it's Walton Center for Family Dentistry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um Miss [PII], what is your callback number just in case our call gets dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, is there more? Did I interrupt you? I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, there's an extension, sorry, the extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, so let me go back. Policy number is 02441228. Date of birth is [PII] and first name is, I'm so sorry I mispronounce his name, [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh gosh, OK.
[AGENT][NEUTRAL] All right, so I'm gonna go ahead and look up by the um policy number and I'll can check and see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We'll definitely be using that date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Hockery, how to say that, that's.
[CUSTOMER][NEUTRAL] I, I, I don't
[AGENT][NEUTRAL] I'm learning something today.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you give me your fax number, I'll send that fax back to you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and we'll 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] OK, Ms. [PII], thank you very much for holding for me. I've got that fax back on its way to you now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh thank you so much. um, can I also get a reference number please?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you so much, [PII].
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Can I help you with anything else before we go?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][NEUTRAL] Uh thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.