AccountId: 011433970860
ContactId: 0f2f3df4-fae0-4b5e-9df6-26dca5469f0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153229 ms
Total Talk Time (AGENT): 83213 ms
Total Talk Time (CUSTOMER): 54650 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0f2f3df4-fae0-4b5e-9df6-26dca5469f0c_20250113T22:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I'm calling from Southern Pine Dental in [PII], and I'm trying to verify a member's dental benefits to see if a fax back is available.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that, Ms. [PII], and do you have the policy number handy?
[CUSTOMER][NEUTRAL] Yes, that's gonna be 025593553.
[AGENT][POSITIVE] Wonderful. And let me work on getting that policy pulled up for you. And then, can I also go ahead and get a good callback number for you as well?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] And could you go ahead and verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, it's [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] It looks like he is current and active. Effective date is going to be.
[AGENT][NEUTRAL] [PII] and I do have a fax back of benefits available I can send out to you if you'd like.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let me get that filled out. It won't take me too long.
[CUSTOMER][NEUTRAL] And can you tell me, I think what he wants to know because he called me and so I'm trying to be proactive is, um, did his benefits risk that [PII]?
[AGENT][NEUTRAL] Oh, yeah, like the calendar year, it's on the calendar year basis, so yes, [PII] it did reset.
[CUSTOMER][POSITIVE] Uh huh. OK, perfect. OK, I think that's what he was trying to figure out is if he had more money so you could schedule another appointment, but that's fine. We, the fax back still is good.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] I am just waiting for that dialog box to open for the fax, um, but do you mind if I get a good fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][POSITIVE] Perfect. And do you want that made attention to yourself, Miss [PII]?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and.
[AGENT][POSITIVE] Perfect. I'm hitting send on that right now for you. It should be coming on through in the next 5 to 15 minutes.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.