AccountId: 011433970860
ContactId: 0bbe87b9-a0b7-432e-a7cc-e785aa8a79a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492859 ms
Total Talk Time (AGENT): 101091 ms
Total Talk Time (CUSTOMER): 64917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0bbe87b9-a0b7-432e-a7cc-e785aa8a79a2_20250624T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling from Fremont Dentistry, and I'm trying to get benefits for my patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number, um.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is it a claim number?
[AGENT][NEUTRAL] Um, it's gonna, if you have a claim, it's gonna be under the reference number. If you're looking at a claim, it's gonna be on the reference number. If you have a claim number, I can try to use that for the policy.
[CUSTOMER][NEUTRAL] OK, I have a I have a reference number 02506653.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And you say you need benefits, you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] You can fax it to me.
[AGENT][NEUTRAL] OK, and this is for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's [PII] to your attention, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Let me go ahead and send this out to you um let me put you on a brief hold so I can send it before I let you go, OK?
[CUSTOMER][NEUTRAL] OK.
[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.
[AGENT][POSITIVE] Thank you for holding and being patient for me Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What, um, how much benefits does he have?
[AGENT][NEUTRAL] Um, let me see how much he has remaining. OK, one moment.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Want to know if he's just any of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK, and you still have his full amount available. He has not used his benefits for [PII] as of today.
[CUSTOMER][NEUTRAL] And how much is that?
[AGENT][NEUTRAL] 1500 per covered person per calendar year.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, OK, that's what I needed to know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][NEUTRAL] Anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's it thank you appreciate that bye bye.
[AGENT][NEUTRAL] You're welcome, Miss [PII] have a.