AccountId: 011433970860
ContactId: 057fa78e-2cfc-44cb-843e-720b5b3fcf73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402559 ms
Total Talk Time (AGENT): 112197 ms
Total Talk Time (CUSTOMER): 57536 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/057fa78e-2cfc-44cb-843e-720b5b3fcf73_20250410T17:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to see if a patient has dental coverage.
[AGENT][NEUTRAL] OK, I can help you with dental coverage for a patient. Um, can I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from Lotus Dental and the number is [PII] and my name is [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, thank you very much, Miss [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, his name is [PII] and his date of birth is [PII], and the policy number is, let's see.
[CUSTOMER][NEUTRAL] It looks like 007789 or it might be 067789.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One of them first and then we'll go to the other one if it doesn't work.
[AGENT][NEUTRAL] OK, neither one of those numbers are pulling up for me. Do you see another number?
[CUSTOMER][NEUTRAL] Um, let's see, I see a group number.
[AGENT][NEUTRAL] Yeah, I looked um for the 007789 and 067789.
[AGENT][NEUTRAL] And either one of them are neither one of them are pulling up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you see anything that starts with a 01 or 02?
[CUSTOMER][NEUTRAL] Chemotherapy
[AGENT][NEUTRAL] Uh, never mind, I fooled around with the numbers and I found him.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So, um, you're just looking for eligibility for this patient. I do show that uh [PII]'s policy is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] They don't really
[AGENT][NEUTRAL] But let me see if he does have anything active with us.
[AGENT][NEUTRAL] He does.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me give you this policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 604.
[AGENT][NEUTRAL] 631.
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with the benefit breakdown.
[AGENT][NEUTRAL] And the effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then yes ma'am, our fax number is 985.
[CUSTOMER][NEUTRAL] 286-404-7
[AGENT][NEUTRAL] OK, Ms. [PII]. I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding for me. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Alright