AccountId: 011433970860
ContactId: d307a703-f6c9-4df6-8e94-bb6682cae781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278290 ms
Total Talk Time (AGENT): 70457 ms
Total Talk Time (CUSTOMER): 54882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d307a703-f6c9-4df6-8e94-bb6682cae781_20250527T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need um eligibility and benefits on the patient, please.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII] [PII] with Nea Dental.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hers is [PII]
[CUSTOMER][NEUTRAL] I, uh, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then let's see what her um.
[CUSTOMER][NEUTRAL] Excuse me, trying to lose my voice today.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Um, I have an ID number. Yeah. I have an ID number, uh, 00607547.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got it pulled up. I do see that [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And the policy is current.
[AGENT][NEUTRAL] If you will give me your fax number, I can send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] OK, perfect. Uh, it's gonna be 318.
[CUSTOMER][NEUTRAL] 387.
[CUSTOMER][NEUTRAL] 5717.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, and I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back with you, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It'll be
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. Is there anything else I can help you with before we go? I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I think we are good. I appreciate you.
[AGENT][POSITIVE] Well, we appreciate you calling AL today. I hope you have a good rest of your week, Miss [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye-bye.