AccountId: 011433970860
ContactId: d1446b9b-9097-4c99-9644-4438f0f89528
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150289 ms
Total Talk Time (AGENT): 40811 ms
Total Talk Time (CUSTOMER): 51626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d1446b9b-9097-4c99-9644-4438f0f89528_20250414T15:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] giving you a call from Lowburn Family Dentistry. Just calling to get verification for a dental patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] No, but I do have a name and date of birth. Are you able to search with that?
[AGENT][NEUTRAL] Uh, yes. What's that last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, looks like I found the policy. Do you need that number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, it's 206-899-4.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 899
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 4, OK.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] And it is
[CUSTOMER][NEUTRAL] Uh, date of birth for Mr. [PII] is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Did you need eligibility and benefits or just eligibility or?
[CUSTOMER][NEUTRAL] Eligibility if that is able to be sent via fax.
[AGENT][NEUTRAL] Yes, what's your facts?
[CUSTOMER][NEUTRAL] 77 excuse me [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, he's effective [PII] policy is active, and then I'll get that fax back sent over to you.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well.