AccountId: 011433970860
ContactId: d5186696-4b34-408b-a8de-1ca71583c7cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258329 ms
Total Talk Time (AGENT): 51913 ms
Total Talk Time (CUSTOMER): 69663 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d5186696-4b34-408b-a8de-1ca71583c7cb_20250602T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you. I was calling um to see if I could get maybe like a fax back uh eligibility for a patient please for dental.
[AGENT][NEUTRAL] Sure, I can get you a fax back. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Our callback number is [PII].
[AGENT][POSITIVE] Thank you so much and do you have the policy number with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 910.
[CUSTOMER][NEUTRAL] 060.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Um, the patient we want eligibility for?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or the subscriber, OK, her name is [PII].
[AGENT][NEUTRAL] Other patients.
[CUSTOMER][NEUTRAL] OK, [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Give me just one moment while I fill out that fax back for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], can I get a good fax number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] 559
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And to confirm I have 979.
[AGENT][NEUTRAL] 5593404, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright I just sent that over to you.
[AGENT][NEUTRAL] Uh, you should receive it in a few minutes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Right, bye.