AccountId: 011433970860
ContactId: ea864f11-0ebd-4425-b7f7-28a722693fdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102440 ms
Total Talk Time (AGENT): 49440 ms
Total Talk Time (CUSTOMER): 44561 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ea864f11-0ebd-4425-b7f7-28a722693fdd_20250108T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Gateway Dental here in uh [PII]. I'm calling to verify eligibility and benefits.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check benefits today. What's the policy number?
[CUSTOMER][NEUTRAL] 08 01813737.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Let me see if I can get some more information. The fastfa would be great if you guys are still doing that.
[AGENT][NEUTRAL] Yeah, yeah, absolutely. Uh, can I just grab the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, patient is [PII].
[AGENT][POSITIVE] All right, thank you so much so.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] The date of birth sorry
[CUSTOMER][NEUTRAL] Yes, her date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry about that. All right, so the uh patient plan is active. Uh, the effective date on this is [PII] and I'm happy to send you a fax back if you wanna give me a fax number.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And just to confirm, I had [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, so I am sending that now, should be there in about 5 minutes. Anything else I can check on for you?
[CUSTOMER][POSITIVE] No, no, no, I, I appreciate that thank you so much.
[AGENT][POSITIVE] You're welcome have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.