AccountId: 011433970860
ContactId: feeaa6e1-cd09-4b78-83d4-3ae941ad3afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112019 ms
Total Talk Time (AGENT): 52686 ms
Total Talk Time (CUSTOMER): 41259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/feeaa6e1-cd09-4b78-83d4-3ae941ad3afe_20250414T15:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Barnwell Family Dentistry. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][NEUTRAL] Good, I was, um, calling to get the eligibility and benefits on a patient's dental coverage.
[AGENT][NEUTRAL] Sure, I could check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 026-06443.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII] and then if you'd like I can send you the uh fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes ma'am, that would be great.
[AGENT][POSITIVE] Awesome what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was 803-2595921.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will get this sent to you. You should get it here within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.