AccountId: 011433970860
ContactId: 1f07e737-f91c-4130-8a8c-f33de8dc1f6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142119 ms
Total Talk Time (AGENT): 63208 ms
Total Talk Time (CUSTOMER): 48298 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1f07e737-f91c-4130-8a8c-f33de8dc1f6d_20241230T19:55_UTC.wav
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[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify dental benefits for a patient.
[AGENT][POSITIVE] All right. I'm happy to check on benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 687-0887
[AGENT][NEUTRAL] I'm sorry, the phone kind of cut out. Can you repeat that one more time?
[CUSTOMER][NEUTRAL] Yeah, hold on just one second, it is 687-0887.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me one second.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, and then if I could get patient's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, it is [PII], oh sorry, [PII], and date of birth is [PII] sorry.
[CUSTOMER][NEUTRAL] It is [PII]. I have it noted in here wrong. It is [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient plan is active. The effective date is [PII].
[AGENT][NEUTRAL] And if you guys need it we can also send a fax back with a breakdown of benefits.
[CUSTOMER][POSITIVE] That, that would be perfect.
[AGENT][NEUTRAL] All right. Can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And then what's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just to confirm that was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, so I'll be sending that right now. It should come over in the next 5 minutes. Is there anything else I can help you with here today?
[CUSTOMER][NEUTRAL] Uh, yeah, I just wanted to check and see if we're in or out of network with the plan.
[AGENT][NEUTRAL] Uh, let's see, so this plan looks like there's no network specifically required for usage it just pays off of UCR.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too.