AccountId: 011433970860
ContactId: ecf9ea22-af1e-4c9b-a5da-eec16beb5cfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256690 ms
Total Talk Time (AGENT): 63486 ms
Total Talk Time (CUSTOMER): 51008 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ecf9ea22-af1e-4c9b-a5da-eec16beb5cfb_20250219T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office. I was going to um verify benefits eligibility.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits and eligibility. Can you please give me the name of the facility and also your callback number?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Redwood Dental.
[CUSTOMER][NEUTRAL] And our phone number here is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then, um, what is the name of the patient, the date of birth, and the policy number, please?
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02580906.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] OK, I show that Miss [PII] does have an active policy with us.
[AGENT][NEUTRAL] Her effective date is [PII], and if you give me your fax number, I'll send you a fax back with her complete benefit breakdown.
[AGENT][NEUTRAL] And the schedule.
[CUSTOMER][POSITIVE] Oh, yes, perfect. Thank you. Yes. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I get that faxed together for you and I'll be right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] All right, well you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].