AccountId: 011433970860
ContactId: ef63842c-5940-4d4a-b1e4-2e3da3f5017f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450839 ms
Total Talk Time (AGENT): 85744 ms
Total Talk Time (CUSTOMER): 53262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ef63842c-5940-4d4a-b1e4-2e3da3f5017f_20250127T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility.
[AGENT][NEUTRAL] Benefits, can I please get your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Hi Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Concord Family Dental.
[AGENT][NEUTRAL] OK thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is Miss [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] The ID number is 606-719.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go ahead
[AGENT][NEUTRAL] And pull in her policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active, I'm sorry, [PII] has an active policy her effect.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And if you give me your fax number I can send you back while we're on the phone together with her complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] 997. I didn't get that last digit.
[CUSTOMER][NEUTRAL] 99975
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK, I'll put you on a brief hold. I'm gonna get that fax back ready for you. I'll be right back.
[CUSTOMER][NEUTRAL] Yes ma'am. You are on hold.
[AGENT][NEUTRAL] Select dental.
[AGENT][NEUTRAL] Oh my God. Option A.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is Toy back with you again, Ms. [PII]. I'm so sorry you had to wait. My fax machine needed to wake up. I hadn't sent one yet this morning and it was a little slow, so it's on its way to you now.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It's on its way to you now, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it should be there in a couple of minutes.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a great week and thank you for calling APL. You take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye, ma'am.
[CUSTOMER][NEUTRAL] We're gonna start
[CUSTOMER][POSITIVE] Oh, that'd be pretty.
[CUSTOMER][NEUTRAL] Oh, don't.