AccountId: 011433970860
ContactId: e9797539-4485-4318-8391-fbb7a9a696ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74120 ms
Total Talk Time (AGENT): 37520 ms
Total Talk Time (CUSTOMER): 24513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e9797539-4485-4318-8391-fbb7a9a696ab_20250103T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from the dental office. I wanted to confirm eligibility for one of my patients.
[AGENT][POSITIVE] All right, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02400788.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] All right. So the patient is active. The effective date on this is [PII]. And then we can also send a fax back of benefits if you needed that.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] All right, not a problem. What is a good fax to send that to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] No, it'll come directly to me.
[AGENT][NEUTRAL] OK, that is headed that way. It should be there in about 5 minutes. Anything else I can help with today?
[CUSTOMER][POSITIVE] That's it I appreciate your help you have a good one.
[AGENT][POSITIVE] You you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.