AccountId: 011433970860
ContactId: d583b844-d60c-48bb-aa5d-75fe78a35645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162490 ms
Total Talk Time (AGENT): 58380 ms
Total Talk Time (CUSTOMER): 46360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d583b844-d60c-48bb-aa5d-75fe78a35645_20250410T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from Jefferson Dental.
[AGENT][NEUTRAL] Hi [PII], and you said you were calling from where, ma'am?
[CUSTOMER][NEUTRAL] I'm calling to verify the eligibility and benefits for your patient. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can help you with eligibility and benefits. Can I please get your call back number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Jefferson Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient policy number is 02013730.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And patient name is?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Alright, I do see that [PII] does have an active policy with us. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I'll send you a breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Uh, ma'am, could you please send the all the dental in network benefits? Could you please send me fax?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] Uh, my fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I will be right back.
[CUSTOMER][NEUTRAL] Ma'am, just, uh, could you please send all the dental benefits, right, ma'am?
[AGENT][POSITIVE] Yes, that's what I'm going to do. I'm gonna put you on a brief hold and I will be right back while I get that fax ready for you.
[CUSTOMER][POSITIVE] OK, thank you. Thank you for the information.