AccountId: 011433970860
ContactId: fcde0796-2d8d-4b68-ae1d-c48714eaa065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328649 ms
Total Talk Time (AGENT): 88370 ms
Total Talk Time (CUSTOMER): 83687 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/fcde0796-2d8d-4b68-ae1d-c48714eaa065_20250421T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, my name is [PII]. I'm calling from Advantage Dental. I'm just wanting to, um, check eligibility, um, and benefits for a patient that has an appointment tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you with both eligibility and benefits. Can I please get, you're welcome. Can I please get your callback number just in case the call gets dropped?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Advantage Dental.
[AGENT][NEUTRAL] Oh, you told me that at the beginning of the call.
[CUSTOMER][NEUTRAL] And this is the Beaverton loca.
[AGENT][NEUTRAL] A be.
[CUSTOMER][POSITIVE] It's all good.
[AGENT][NEUTRAL] OK, thank you so much for that information. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then, and then what was the, the third thing you needed? I'm sorry.
[AGENT][NEUTRAL] His policy number?
[CUSTOMER][NEUTRAL] OK. Um, that is 02514463.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and if you can give me your fax number, I can send you a fax back with this benefit breakdown. The effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic, yeah, I have a fax number just let me know when you're ready.
[AGENT][POSITIVE] I'm ready for you.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And if you don't mind, I'm gonna put you on a quick hold while I get that fax ready to send to you, and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Mhm. OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Amazing thank you so much for your help today.
[AGENT][POSITIVE] You're so welcome. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that was everything I needed. I appreciate you.
[AGENT][POSITIVE] Well, we appreciate you calling APL and I hope you have a good rest of your week.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK. You're welcome. Bye-bye, ma'am.