AccountId: 011433970860
ContactId: ef19e72e-4883-4eaa-b1f6-08880f04fedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415410 ms
Total Talk Time (AGENT): 70248 ms
Total Talk Time (CUSTOMER): 44238 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ef19e72e-4883-4eaa-b1f6-08880f04fedc_20250331T20:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hello, I'm trying to get a benefits eligibility of one of the patients here today.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] and dial 2.
[AGENT][NEUTRAL] Option 2. OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 4652.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and what type of service, uh, this is dental?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, do you need a full breakdown of benefits given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] Fixed.
[AGENT][NEUTRAL] OK, what's the fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, do you mind holding for me while I send this out to you while I got you on the line, Ms. [PII]?
[CUSTOMER][NEUTRAL] This one.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No ma'am, just your name and the reference number.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] Thank you.