AccountId: 011433970860
ContactId: 0951b1e8-be5d-41f0-a384-52b769cd9a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145119 ms
Total Talk Time (AGENT): 78099 ms
Total Talk Time (CUSTOMER): 63808 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0951b1e8-be5d-41f0-a384-52b769cd9a47_20250225T16:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling A APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] with Seminole Heights Family Dentistry, and I was calling to see if I could get like a benefit breakdown for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] OK, yeah, do you mind holding
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEGATIVE] No thank
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I think they gave me the 01991714 is the policy number.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that breakdown for [PII], and I do have a breakdown I can fax to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing that his policy, yeah, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Can you just fax it and then I can call back with any additional questions that I have?
[AGENT][POSITIVE] Yeah, I'll be happy to. Now also just to let you know the group name and number is not listed on the breakdown and I can provide that to you if you need it.
[CUSTOMER][NEUTRAL] OK, I'll uh I'm gonna have to call back and ask a lot of questions anyways I'll just get the breakdown first, see what I'm missing, and then call back.
[AGENT][NEUTRAL] Got you. What's the fax number?
[AGENT][NEUTRAL] All right, what's the fax number?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, and just to verify that fax number, I'm sending this to [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And [PII], do you spell your name with a [PII] or an [PII] or an [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] OK, thank you. And on the fax back you're gonna get the calendar, your max deductible frequencies, limitations, and billing information. The procedures will be um broken down as to preventive basic and major, and there is a limitation key on the back page.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] I'll get this right over for you, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][POSITIVE] OK, I appreciate you thanks bye.
[AGENT][POSITIVE] Thank you.