AccountId: 011433970860
ContactId: e89c6f8c-77ec-40a5-8a53-5d27914277ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173740 ms
Total Talk Time (AGENT): 53253 ms
Total Talk Time (CUSTOMER): 33669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e89c6f8c-77ec-40a5-8a53-5d27914277ad_20250428T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling from Doctor [PII]'s office. I need to check the eligibility and benefits for patients.
[CUSTOMER][NEUTRAL] And get that faxed.
[AGENT][POSITIVE] Of course, I can help you with the eligibility and benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is 639-071.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. And then what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When I go back to the shorts date of birth, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and it looks like the policy is currently active. The effective date is [PII].
[AGENT][NEUTRAL] OK, let me pull up their benefits for their dental real quick.
[AGENT][NEUTRAL] OK, and then what's a good fax number so I can fax you over their benefits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then, did you want benefits over the phone as well?
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][NEUTRAL] OK, so I'll send that over right now and it should be like 3 to 5 minutes, it'll go through.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][NEUTRAL] All right, bye.