AccountId: 011433970860
ContactId: 1750b083-b48f-43bf-83c9-9a0178bfefba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370140 ms
Total Talk Time (AGENT): 91304 ms
Total Talk Time (CUSTOMER): 86792 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1750b083-b48f-43bf-83c9-9a0178bfefba_20250506T17:13_UTC.wav
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[CUSTOMER][NEUTRAL] This [PII] girl.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I was calling to verify eligibility status for my patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII]. The facility will be Jefferson Dental and Orthodontics.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patience's first and last name will be [PII], that[PII] Last name is [PII] Date of birth is [PII]. And then the policy number that I have here is 02609826.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy, and the effective date of the policy is [PII], and the policy is current.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] By any chance, is there any waiting periods or missing tooth claws or any history on file?
[AGENT][NEUTRAL] Uh, I can.
[AGENT][NEUTRAL] For a copy of the um.
[AGENT][NEUTRAL] the benefits and the fee scale if you like do that, but look at this policy is just verify benefits.
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting in and out.
[AGENT][NEUTRAL] OK, let me see if I can do that.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I'm here. So looking at this policy, if you would like for me to, I can fax you over the uh benefits and fee schedule for it.
[CUSTOMER][POSITIVE] Oh yes, ma'am. That would be great. Thank you.
[AGENT][NEUTRAL] You're welcome. What is your fax number please, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Our fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the 1st 3 digits of the fax, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. That's correct.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for Miss [PII], and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] All right. Well, you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.