AccountId: 011433970860
ContactId: e181b2f8-5443-407b-a873-dbdaaa3f3b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169979 ms
Total Talk Time (AGENT): 70681 ms
Total Talk Time (CUSTOMER): 80128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e181b2f8-5443-407b-a873-dbdaaa3f3b5b_20250605T21:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Family Health Center Dental in [PII] trying to obtain eligibility and benefits for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 261.
[CUSTOMER][NEUTRAL] 5392.
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] So the first name is [PII] Last last name is [PII], and date of birth is [PII], the year is [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII] and she is active on the policy. And if you like, I can fax you a copy of her policy benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am, because I tried to register for the online website and I only can look up claims and I don't know how to get the benefits so that's why I called today.
[AGENT][NEUTRAL] Yes, ma'am, our OSC or online service center for providers only lets you verify claim status. But what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. 0 my goodness, I'm so sorry, thinking of her phone number sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is our fax number.
[AGENT][NEUTRAL] OK, so it's [PII]?
[CUSTOMER][NEUTRAL] 100%.
[AGENT][POSITIVE] OK, I will send this off to you in a oh no wrong one. I will send this off to you in a few moments.
[AGENT][NEUTRAL] Oh, I hope I haven't been sending the wrong I'm sorry, just making sure I send the right one.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I think I sent the wrong one to someone earlier today, but it was right-ish but not correct. OK, I will send this off to you in a few moments, Ms. [PII]. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, I really appreciate your help today.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.