AccountId: 011433970860
ContactId: 233cc6b7-c019-45d4-877e-24c8cda9853a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135660 ms
Total Talk Time (AGENT): 59669 ms
Total Talk Time (CUSTOMER): 82129 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/233cc6b7-c019-45d4-877e-24c8cda9853a_20250327T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm calling from Irwin Dental Center, and I just wanted to get a fax back of benefits if that's possible for a patient.
[AGENT][NEUTRAL] Of course, yeah, I can send a fax back to you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I believe it is 2059617171.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, um, I think we have an extra digit in there somewhere.
[AGENT][NEUTRAL] Could it was that 02 by chance maybe?
[CUSTOMER][NEUTRAL] Mm, can you?
[AGENT][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] Uh, 20 I didn't add this in, um, one of our insurance, um, people did, so, um, are you saying we're missing a digit?
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] What was the name for the member?
[CUSTOMER][NEUTRAL] Let me look one more place really quick. Let me go to oh insurance. Oh, you know what I.
[AGENT][NEUTRAL] I think I got it um I think the 0 is typically before the 2, so I swapped it and I think I've got it. What was the name for the patient?
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] And actually I totally didn't realize somehow it ended up in here um I already have it I just didn't see it so I actually don't think I need it um but do you think you could tell me? Yeah, it looks like I have one, but could you tell me, um, she's got a maximum of $500. Can you tell me if anything's been used of that?
[AGENT][NEUTRAL] Oh, the fax back?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, if you could verify the name and date of birth for the member please.
[CUSTOMER][NEUTRAL] Yep, of course. It is um [PII], last name [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK perfect um so yes just that you are aware that 0 and the 2 need to be flipped so that's what that is the correct policy number yes, go ahead.
[CUSTOMER][NEUTRAL] OK, I'm gonna read it back to you really quick, so it's 02596171?
[AGENT][NEUTRAL] Yes, that's correct. OK, give me just a moment. I will see if any of that has been used.
[CUSTOMER][POSITIVE] OK perfect thank you sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, no, none has been used before this year.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye