AccountId: 011433970860
ContactId: 0e475fa1-7c2b-45ab-95f7-ab1c78bc480b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247580 ms
Total Talk Time (AGENT): 72490 ms
Total Talk Time (CUSTOMER): 59112 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0e475fa1-7c2b-45ab-95f7-ab1c78bc480b_20250417T12:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with South Georgia Dentistry, and I was calling to see if I could get a fax back for a patient, please.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number [PII] [PII]?
[CUSTOMER][NEUTRAL] Yeah, 017, pardon me, 01740346.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] And what's a good phone number? I mean your fax number?
[CUSTOMER][NEGATIVE] No extension.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one second, [PII], and I'll get that for you.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It would be [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. I have the um information for you. I'm showing an effective date of [PII]. The policy is active at this time.
[CUSTOMER][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] I'm showing up the $1500 benefit 48.
[AGENT][NEUTRAL] Has been used.
[AGENT][NEUTRAL] And the $50 deductible is met.
[CUSTOMER][NEUTRAL] OK, pardon me.
[AGENT][NEUTRAL] And then the schedule will include um the calendar year maximum deductible information, uh common limitations exclusions, the frequencies, um, claims, mailing address, payer ID number, and fax number, and then it'll list each code that's covered by this policy.
[AGENT][NEUTRAL] Um, did you have any other questions before we get this over to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think so. I think you covered everything. I do appreciate it.
[AGENT][NEUTRAL] OK, you're welcome. You should receive the schedule within the next 2 to 5 minutes depending on.
[AGENT][NEUTRAL] Fax transmission on both ends.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK all right thank you so very much I do appreciate it.
[AGENT][NEUTRAL] All right, [PII]. Anything else I can help out with today?
[CUSTOMER][NEGATIVE] I don't think so thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.