AccountId: 011433970860
ContactId: ecaf889f-7f02-4382-8e6f-3c31f2411dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95629 ms
Total Talk Time (AGENT): 47840 ms
Total Talk Time (CUSTOMER): 31209 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ecaf889f-7f02-4382-8e6f-3c31f2411dbc_20250414T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need wondering if you could send me a fax of the benefits and eligibility for a patient.
[AGENT][NEUTRAL] Sure, uh, dental fax back you mean?
[CUSTOMER][NEUTRAL] A dental, yes.
[AGENT][NEUTRAL] Yeah, of course I can send the fax back to you uh what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 026-04672.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It [PII] and it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII] and what was that fax number for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent to you now. Should get it within about 10 minutes or so. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.