AccountId: 011433970860
ContactId: 0b4aaf0c-eee8-4682-91af-c9fa9a0012dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249740 ms
Total Talk Time (AGENT): 69060 ms
Total Talk Time (CUSTOMER): 60699 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0b4aaf0c-eee8-4682-91af-c9fa9a0012dd_20250401T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, Ms. [PII]. My name's [PII] with Solomon Family Dentistry. I am just calling to see about verifying some dental coverage for a patient with a policy with y'all.
[AGENT][NEUTRAL] OK, I can help you with the coverage for, for a patient, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Most definitely it's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, so I have Mr. [PII] date of birth is [PII] and then for the ID I have 02594668.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And then can you give me the name of the clinic you're calling from?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's Solomon Family Dentistry.
[AGENT][NEUTRAL] Solomon. OK, thank you.
[AGENT][NEUTRAL] Alright, let me look up that policy number real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. I do show that [PII] does have an active policy, and if you would give me your fax number, I can send you a fax back with this complete benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] You are wonderful. That is area code [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a quick hold just while I put that fax together for you and I'll be right back.
[CUSTOMER][POSITIVE] Sounds good thank you ma'am.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][NEGATIVE] That's wrong space.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I do have that fax on its way to you now.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. I thank you very much for your help today, ma'am.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, well, you take care and have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am you also bye bye.
[AGENT][POSITIVE] Thank you, bye bye.