AccountId: 011433970860
ContactId: 0773ebb0-2d57-4bda-9771-ec43a36f9941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462519 ms
Total Talk Time (AGENT): 73347 ms
Total Talk Time (CUSTOMER): 57117 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0773ebb0-2d57-4bda-9771-ec43a36f9941_20250124T15:12_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I was calling I was trying to verify dental benefits for a new patient that we're about to see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, sure, I can assist you with dental benefits, and may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 00607149.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need this benefit information given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Can you fax it?
[AGENT][NEUTRAL] We can, yes, mhm, what is the fax number?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. All right. And it looks like the last name is a little bit different. It looks like we probably have an old last name. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, so you don't have her listed as price?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, well, we need to match for y'all to pay, we need to match your records, right?
[AGENT][NEUTRAL] Yes. So, um, if I send you the, OK, so it's gonna be [PII]. um I'll go ahead and send out the fax with the last name because um we cannot change it.
[CUSTOMER][NEUTRAL] What do y'all have?
[CUSTOMER][NEUTRAL] OK, [PII] is what y'all have. OK, all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. You're welcome. Let me go ahead and send this out to you while I got you on the line. Do you mind holding for me, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, sure.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, just give us a call back and we can resend it, but it should be there by then. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah.