AccountId: 011433970860
ContactId: ddaec26c-04a9-4c61-a0be-889cc95edfae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249830 ms
Total Talk Time (AGENT): 55191 ms
Total Talk Time (CUSTOMER): 40211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ddaec26c-04a9-4c61-a0be-889cc95edfae_20250123T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from University Dental. Um, I was wanting to check eligibility and benefits for one of our patients, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can you please give me uh your name and your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number please?
[CUSTOMER][NEUTRAL] I've got 02491116.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I have the policy pulled up and I do see that [PII] does have an active policy. Her effective date is [PII]. And can you give me your fax number and I'll send you a fax back while we're on the phone together so that you have her benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] Thank you ma'am. I'm gonna put you on hold while I get that faxed together for you and I'll be right back.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got that fax on its way to you.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Mm bye bye.