AccountId: 011433970860
ContactId: fbdbd1c4-db4a-4f5d-9fbc-b0fc6074588d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95120 ms
Total Talk Time (AGENT): 38068 ms
Total Talk Time (CUSTOMER): 45233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fbdbd1c4-db4a-4f5d-9fbc-b0fc6074588d_20250305T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just looking to get some eligibility and benefits for a mutual patient faxed over to us.
[AGENT][NEUTRAL] Uh, let's see what type of policy they have. And your name is?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, what I have here, let me just pull it up, um, it's 720-733.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is the, your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I will send that fax back over and um showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much I really appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][NEUTRAL] Bye.