AccountId: 011433970860
ContactId: d9f6e8ac-4a03-47ca-ac32-a42c30bd338c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352339 ms
Total Talk Time (AGENT): 91045 ms
Total Talk Time (CUSTOMER): 96137 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/d9f6e8ac-4a03-47ca-ac32-a42c30bd338c_20250528T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the eligibility for our patients.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. May I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh yeah, the callback number is [PII] with the [PII] of [PII].
[AGENT][NEUTRAL] OK, and then what is the facility name, please?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] The facility name is San Marcos Pediatric Dentistry and Orthodontics.
[AGENT][NEUTRAL] Thank you. And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yeah, the policy number is 02623646. And the name will be [PII], and the date of birth is [PII]. Uh I would like to get for both of the dependents uh eligibility.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And then the other question is, uh, yeah, go ahead, sorry.
[AGENT][NEUTRAL] Yes, go ahead and give me the next patient's name.
[CUSTOMER][NEUTRAL] Uh yeah, that is [PII], same uh last name [PII], and the date of birth is [PII]. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I do show that both [PII] and [PII] are
[AGENT][NEUTRAL] Active on this policy, the effective date for each member, [PII]'s, um, effective date is [PII] and so is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that information. Can I, uh, can we request for a fax back for both of the kids just a proof that they are still active?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely. Can you please give me your fax number and I'll get that ready for you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh I will repeat that. [PII]. Thank you.
[AGENT][POSITIVE] OK, thank you and then I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back with you, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you so much. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's gonna be 55 of 25.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 7:50.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Uh, can I just get a reference, uh, ID for this call and your name just if I didn't get the fast back, I can call back also.
[AGENT][NEUTRAL] Yes, ma'am. Uh, my name is [PII]
[AGENT][NEUTRAL] And you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Thank you so much. I'm sorry.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful day. Is that everything I can help you with?
[CUSTOMER][POSITIVE] Uh, I think that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.