AccountId: 011433970860
ContactId: fc6216a7-9564-43ce-b49d-377355b5e466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229169 ms
Total Talk Time (AGENT): 103303 ms
Total Talk Time (CUSTOMER): 82025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/fc6216a7-9564-43ce-b49d-377355b5e466_20250224T16:35_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and I'm just calling to verify dental eligibility for a couple of patients.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. And do you spell your names with an [PII] or just [PII]? or how do you spell your name?
[CUSTOMER][NEUTRAL] Uh yep, just [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, [PII] and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] That is 02123833.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, so I am looking at siblings, but the first one will be, um, I have up is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], her policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Perfect, are you able to send fax back for these?
[AGENT][NEUTRAL] I am. Now, the fax back information, the policy information is gonna be the same for all dependents.
[CUSTOMER][POSITIVE] OK, that's perfect. I.
[AGENT][NEUTRAL] Do you need one for each one or?
[CUSTOMER][NEUTRAL] No, just one will be fine.
[AGENT][NEUTRAL] OK, let me get.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] Not a problem.
[AGENT][POSITIVE] Let me get that ready for you.
[AGENT][NEUTRAL] So do you want to?
[AGENT][NEUTRAL] Do you want me to just put the [PII] family?
[CUSTOMER][POSITIVE] Yeah, that's yeah, that would be perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you want to verify the um information?
[AGENT][NEUTRAL] The dates of birth, so just so we can verify that they're listed on the policy.
[CUSTOMER][NEUTRAL] Sure, you bet. So the next one is [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] She is on the policy as well.
[CUSTOMER][NEUTRAL] OK, and then [PII] and date of birth is [PII].
[AGENT][NEUTRAL] On the policy as well.
[CUSTOMER][POSITIVE] OK, that's perfect. That's all I need today, yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And if you would like, I can go through and check each person to see if they have used any benefits for the calendar year.
[CUSTOMER][NEUTRAL] I should be OK with that. um, they are because they, they're not, I mean they're current patients of our practice, so we have like history of their visits, so it should be good so.
[AGENT][NEUTRAL] Oh, dear.
[AGENT][NEUTRAL] Got you. And [PII], what is that fax number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and just to verify that fax number, I have [PII]. Now the group name and number will not be listed on there. Do you need that as well?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, I can just verify what's the group number?
[AGENT][NEUTRAL] Group number is.
[AGENT][NEUTRAL] 247-04
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL that Fax back is on the way for you.
[AGENT][POSITIVE] And it has been a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you very much.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.