AccountId: 011433970860
ContactId: f4562788-db19-4b98-88b0-df9db3084901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147880 ms
Total Talk Time (AGENT): 40334 ms
Total Talk Time (CUSTOMER): 48079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f4562788-db19-4b98-88b0-df9db3084901_20250217T20:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking, [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] So I'm calling to verify the eligibility and benefits for the patient. So could you please help me with that?
[AGENT][NEUTRAL] Sure. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number of the member that you're inquiring eligible for today?
[CUSTOMER][NEUTRAL] Uh, the, uh, member ID is 02013730.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII].
[CUSTOMER][NEUTRAL] And the patient date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Yeah, so could, can, can you send me the fax uh for this number?
[AGENT][NEUTRAL] Of course. [PII], what is your fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the fax number is uh
[CUSTOMER][NEUTRAL] So uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yeah, right.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, just, uh, so, can you please send me the fax for this?
[AGENT][POSITIVE] Yes, I'm sending it over for you now. Thanks for calling APM and you have a great day.
[CUSTOMER][NEUTRAL] Yeah, bye.