AccountId: 011433970860
ContactId: e140eb3b-c2ad-4b04-bfde-ea8aae3ccfb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255449 ms
Total Talk Time (AGENT): 62601 ms
Total Talk Time (CUSTOMER): 48606 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e140eb3b-c2ad-4b04-bfde-ea8aae3ccfb4_20250124T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to get eligibility and if I can get a breakdown fax on a patient.
[AGENT][POSITIVE] Yes ma'am, I can help you with eligibility fax back. Can I get your name and your call back number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, it's 00616765.
[AGENT][NEUTRAL] That's 00616765?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna look up that policy real quick and I'll be right back on a plan.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, can I call you right back?
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII] I'm sorry, [PII], and if you give me your fax number, I'll send that fax back with her benefit breakdown for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold while I get the fax back ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Select dental option C.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi miss, this is [PII] back with you again. I've got that fax on its way to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome you have a good weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.