AccountId: 011433970860
ContactId: d817047d-26ca-48dc-91bc-7dfaeb5dfc87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241740 ms
Total Talk Time (AGENT): 75363 ms
Total Talk Time (CUSTOMER): 46349 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d817047d-26ca-48dc-91bc-7dfaeb5dfc87_20250416T16:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am a provider in a provider's office. I need some eligibility but if it's on a patient please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with both eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Bereaved Dental group.
[AGENT][NEUTRAL] OK. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] Chase Hoover.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is Chase's policy number, please?
[CUSTOMER][NEUTRAL] Policy number? I have a subscriber ID.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. We'll try that.
[CUSTOMER][NEUTRAL] OK 017.
[CUSTOMER][NEUTRAL] 01740400
[AGENT][NEUTRAL] OK, let me look that up and see.
[AGENT][NEUTRAL] OK, I do show that Chase does have an active policy, and the effective date of the policy for him is [PII], and if you can give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] Perfect, yes
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 757.
[CUSTOMER][NEUTRAL] 7442.
[AGENT][POSITIVE] OK, thank you so much and I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That is it thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome. You have a wonderful [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.