AccountId: 011433970860
ContactId: e4c518b7-a0bf-41bf-b3f9-940e32ff6ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186089 ms
Total Talk Time (AGENT): 79158 ms
Total Talk Time (CUSTOMER): 81007 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e4c518b7-a0bf-41bf-b3f9-940e32ff6ca9_20250513T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Advantage Dental Broadway. I wanted to, um, verify and uh get eligibility and benefits for a patient if a fax would be awesome if you could do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can do that for you, Ms. [PII], um, both for eligibility and benefits. If you wouldn't mind, could you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, our phone and fax are the same. It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] So name is [PII] Date of birth is [PII]. Policy ID is 48020663.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] Do you happen to see another number? That policy number is not pulling in for me.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, let me look on his file. Let me just take a look.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] In the meantime I'm gonna try to find him by his name too.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Let's see what I can find here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Can you tell me what state [PII] lives in?
[CUSTOMER][NEUTRAL] Um, it's [PII], the state of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have policy number here's another one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 002510064
[AGENT][NEUTRAL] Yes, that's the same policy number I'm showing for him. OK, um, his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][POSITIVE] Winner winner chicken dinner.
[AGENT][POSITIVE] You're right, the teamwork, we made the dream work.
[AGENT][NEUTRAL] OK, I do see that his policy is no longer active though. Um, it did terminate on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Good to know good to know alright well thank you so very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that right?
[CUSTOMER][NEUTRAL] I guess we don't need that fax.
[AGENT][POSITIVE] That's true. We'll save that one.
[CUSTOMER][POSITIVE] All right, no worries you have a good rest of your day.
[AGENT][NEUTRAL] OK, is that everything I can.
[AGENT][POSITIVE] Yes, thank you and you have a good rest of your day too, Ms. [PII] and thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] All right take care bye bye.
[AGENT][NEUTRAL] Bye bye.