AccountId: 011433970860
ContactId: e74da7f9-74a3-4b03-853e-809036611c4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122290 ms
Total Talk Time (AGENT): 55217 ms
Total Talk Time (CUSTOMER): 56319 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e74da7f9-74a3-4b03-853e-809036611c4e_20250211T22:06_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 [PII], my name's [PII] and I work um at Aurora dentistry, and I'm trying to get benefits and eligibility information for a patient that's currently in my chair.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. Excuse me, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it is 02596014.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Thank you so much. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me get out of this thing. Hold on, it is [PII], I think it's how you say it, [PII] and her date of birth is [PII] and then her husband is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing her effective date is, oh no, I'm looking at the wrong thing. Um, her effective date is [PII]. She is active on the policy. I was about to give you her date of birth as effective. Um.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm sorry, you just need a general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Um, fax would be the easiest, I think.
[AGENT][NEUTRAL] OK, and what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments.
[CUSTOMER][POSITIVE] OK perfect thank you I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Nope, that was it thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.