AccountId: 011433970860
ContactId: 0a77d3f5-1f07-44c4-9d76-56c36629217f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507359 ms
Total Talk Time (AGENT): 92611 ms
Total Talk Time (CUSTOMER): 72979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0a77d3f5-1f07-44c4-9d76-56c36629217f_20250505T13:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning. So I'm calling to get eligibility and benefits for a new patient.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 023468.
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] I'm sorry, I didn't get the last two. It kind of broke down. You said 023468.
[CUSTOMER][NEUTRAL] 09
[AGENT][NEUTRAL] 09. OK, thank you. All right, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, this is for dental, [PII].
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, I can take a fax. How long would that fax take?
[AGENT][POSITIVE] In a few minutes, I usually send it while I got you on the line.
[CUSTOMER][POSITIVE] OK, yeah, yeah, I can take a fax. That'd be perfect actually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, sure, I can assist you with that. May I have a fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, thank you, one moment.
[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, Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, well that fax back include like the remaining balance of their benefits and deductible, all of that?
[AGENT][NEUTRAL] The remaining, no, I can go ahead and give you that information. Bear with me just a moment. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like she has not used her benefits as of today for [PII]. So she still have the full amount available and the deductible, which is $1550 deductible and that information is on the fax.
[CUSTOMER][NEUTRAL] $150
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright, and it'll have the benefit breakdown of everything it covers. OK, thank you so much. I appreciate that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that'll do it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Thank you. Bye-bye.