AccountId: 011433970860
ContactId: ef3add15-c5e3-4763-8ba6-06f97d955d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353839 ms
Total Talk Time (AGENT): 74050 ms
Total Talk Time (CUSTOMER): 62462 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ef3add15-c5e3-4763-8ba6-06f97d955d0c_20250110T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII], that's [PII]
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please.
[CUSTOMER][NEUTRAL] Um, I have the subscriber ID. He doesn't even have that anymore.
[CUSTOMER][NEUTRAL] Is it the subscriber ID?
[AGENT][NEUTRAL] We can try that number.
[CUSTOMER][NEUTRAL] OK, it is 02539170.
[CUSTOMER][NEUTRAL] there.
[AGENT][NEUTRAL] OK, that looks like a good number. Let me pull it in.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any, um, bridge or implant coverage?
[CUSTOMER][NEUTRAL] I'm assuming not with the $500 max.
[AGENT][NEUTRAL] What I can
[AGENT][NEUTRAL] Right, what I can do is I can send you a fax back that has his complete benefit breakdown and limitations and procedures that are covered on the fax back if you will give me your fax number, I'll get that to you.
[CUSTOMER][NEUTRAL] Yeah it's 614.
[CUSTOMER][NEUTRAL] 771.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do I spell your name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a brief hold while I get that faxed to you while we're on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What's this being contrary?
[AGENT][POSITIVE] Alright Ms. [PII], thank you for holding for me that fax is on its way.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.