AccountId: 011433970860
ContactId: fe55edf0-097e-4adf-8703-9ee43747b783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90569 ms
Total Talk Time (AGENT): 32677 ms
Total Talk Time (CUSTOMER): 45443 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/fe55edf0-097e-4adf-8703-9ee43747b783_20250317T16:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was going to get a fax back with the patient's eligibility and benefits for dental.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] Alright, [PII], I'm gonna take that one.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Um, the ID the member ID number 1167796.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You got it I got through it, yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting to fax back a benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I can fax those to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.