AccountId: 011433970860
ContactId: f812a303-95ec-4ee9-9e0a-33f59f893c22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522780 ms
Total Talk Time (AGENT): 99006 ms
Total Talk Time (CUSTOMER): 105136 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f812a303-95ec-4ee9-9e0a-33f59f893c22_20250514T20:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was calling for eligibility and benefits for a patient.
[AGENT][NEUTRAL] Mhm, sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Rother Rothermel Family Dentistry.
[AGENT][NEUTRAL] Mm OK, thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is 01816902.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Try to place it.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] All right. And for the eligibility and benefits, do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, if I could get it faxed, but if I could ask you, like, is she eligible for a piano, that would be, and you can be able to answer that, that would be great.
[AGENT][NEUTRAL] Yes, let me go ahead and see what are their history.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Have you sign and I'll give you this is to redo the bridge completely.
[AGENT][NEUTRAL] OK, we have no history for [PII].
[CUSTOMER][POSITIVE] Oh perfect well that's even better.
[AGENT][NEUTRAL] Yes, no history for [PII]. OK, and let me have the fax number so I can send the fax back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, 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.
[CUSTOMER][POSITIVE] I'm something you every day. Go placement today.
[CUSTOMER][NEUTRAL] Dot placement today.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Thank you for, yes, thank you for holding, Miss [PII]. I heard you talking. OK, um, I have sent already the fax and it should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Do you wanna know how you.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] She's an idiot.
[AGENT][NEUTRAL] Hello, Miss [PII].
[CUSTOMER][NEUTRAL] Put it out there.
[AGENT][NEUTRAL] Hello, Miss [PII], can you hear me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I want to call that.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK. I was in the line, but I don't know what happened. I guess you wasn't able to hear me. Um, but I have faxed that information over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.