AccountId: 011433970860
ContactId: 01263cbe-b3b1-4955-a2bc-4b7f40935be6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386640 ms
Total Talk Time (AGENT): 83231 ms
Total Talk Time (CUSTOMER): 73293 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/01263cbe-b3b1-4955-a2bc-4b7f40935be6_20250521T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I was calling from Savannah Quarters Dental Care. How you doing?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I was just calling just to inquire, um, could I get, um, dental benefits for one of your members?
[AGENT][POSITIVE] Yes sir, I can help you with benefits. [PII], can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Callback number is area code [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Got you
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't be that bad.
[AGENT][NEUTRAL] OK, and what is [PII]'s policy number, sir?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is 02595717.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]'s
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then you can shred it.
[AGENT][NEUTRAL] And if you can give me your fax number.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] If you can give me
[AGENT][NEUTRAL] Yes, [PII], uh-huh.
[CUSTOMER][NEUTRAL] Oh it's um [PII].
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I guess um a quick question [PII] on what fee schedule is it that you guys utilize?
[AGENT][NEUTRAL] UCR.
[CUSTOMER][NEUTRAL] OK, so it's our, it's our fees. OK, no problem.
[CUSTOMER][NEUTRAL] Uh the number.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, sir, while I get this fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for I've got that fax back on its way to you now sir.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Alright, no problem, and um, and does the member have is it like certain um frequencies or everything or all that be on fax?
[AGENT][NEUTRAL] All of that is on the fax for you. It also includes um where you can mail the claims to missing tooth claws and the procedure codes that are covered under this policy. So if you find any procedure code you're looking for that's not on the fax back then it's a non-covered procedure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much sir you've been so helpful.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. I hope you have a wonderful rest of your week and thank you very much for calling APL.
[CUSTOMER][POSITIVE] All right, thank you so much and you have a good day now.
[AGENT][NEUTRAL] You too bye bye, sir.