AccountId: 011433970860
ContactId: d1123d0a-c687-41e9-82e0-87ddb70dd2a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119500 ms
Total Talk Time (AGENT): 69470 ms
Total Talk Time (CUSTOMER): 49502 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d1123d0a-c687-41e9-82e0-87ddb70dd2a9_20250305T20:15_UTC.wav
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[AGENT][NEUTRAL] Contacting UTO, my name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, um, I forgot why I was calling. No, I don't. OK, I just remembered I was, I've been on hold and I've been jamming to your guys' hold music. It's like this lovely jazz. I'm like, oh my God, wait, why am I calling? It is, yeah, it's actually really good, um, so I think I just wanted to see um if my patient was still active and then if you're able to send me over a fax back of benefits, that'd be awesome.
[AGENT][NEUTRAL] Oh, is it?
[AGENT][NEUTRAL] Yes, I, I can probably do both of those things. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name's [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02510234
[AGENT][POSITIVE] 34. Great, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I appreciate that. I'm gonna go ahead and get your fax number here in just a second, but before I do, um, I just need a phone number in case there's, I don't anticipate a problem with the fax, but if it doesn't, occasionally if it's really busy, it won't, it won't go through and then I'll have to let you know that. So what is your phone number, please?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No worries
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Great. And what is your um fax number, please?
[CUSTOMER][NEUTRAL] Fax number is very similar. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right. Well, while I'm uh preparing this facts, let me tell you that the policy went into effect on [PII]. It is active. Um, this is a limited benefit policy. What it does is it covers basic, basic restorative and preventative services only. Um, now, everything that you, that you'll need on here, it should be on here, but if it isn't.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] Once you get this fax, um, learn if you just let us know and we will uh try and help with any questions that we've got. Is there anything else that I can help with, uh, I've just now sending you that fax. Uh, is there anything else I can help with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, this is wonderful. This is what I needed. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting EP