AccountId: 011433970860
ContactId: 26764807-428a-41be-b974-12fe32aac13e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687250 ms
Total Talk Time (AGENT): 160684 ms
Total Talk Time (CUSTOMER): 124570 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/26764807-428a-41be-b974-12fe32aac13e_20250424T13:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm, I'm calling to try to find out if uh a patient has benefit coverage for dental and orthodontic.
[AGENT][NEUTRAL] I can check for you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Brazil dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] Well, I have uh only his social security number that's what I'm trying to get is all the information to send claims.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Got you, OK, um.
[CUSTOMER][NEUTRAL] And he just sent me a card that has a basic picture of be it says a benefit card or something.
[AGENT][NEUTRAL] Mm, OK. Uh, let me have that so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let's see. It says, uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, that social is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm calling about his daughter, [PII], [PII].
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] The policies is uploading.
[AGENT][NEUTRAL] OK, you said that it was [PII], and can you repeat that date of birth? I didn't get that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, bear with me, let me find his dental.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] OK. You want some water? Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Let me know when you're, you're ready, OK?
[CUSTOMER][POSITIVE] Oh OK. Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] Yeah, OK, OK, alright, so I did find the dental policy and um.
[AGENT][NEUTRAL] Let's see, so this one in particular is one of our basic dental policies. Um, we have, um, the card you had in front of you, did you see any numbers just to confirm that it's the correct one or no?
[CUSTOMER][NEUTRAL] Uh, all I have is benefits and a card and the phone number.
[AGENT][NEUTRAL] Oh yeah, that's not it. OK.
[CUSTOMER][NEUTRAL] It's what he's saying, yeah.
[AGENT][NEUTRAL] OK, got you. All right, um, let me give you the policy number. Let me know when you're ready for that number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the policy number is 02614130.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. The effective.
[CUSTOMER][NEUTRAL] Uh, and is there any orthodontic? Oh, go ahead. You, you say what you need to. I'm sorry.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] The effective date on the policy is [PII] if you need that information. Uh, this one doesn't have any oral benefits. No, this is just a basic dental, so it doesn't have any major service either. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No ortho, OK.
[CUSTOMER][NEUTRAL] OK, no major, OK.
[CUSTOMER][NEUTRAL] And um is there a way to get a fax back like a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The um
[AGENT][POSITIVE] Benefits, yeah, definitely. Yeah, yeah, I, I don't worry. OK, what is your fax number? No, it's OK.
[CUSTOMER][NEUTRAL] You know what I'm talking about, yeah.
[CUSTOMER][NEUTRAL] Uh, I'm sorry. I feel like it's Monday.
[AGENT][NEUTRAL] It, it does feel like that.
[CUSTOMER][NEUTRAL] My fax number is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's [PII] to your attention.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's well it doesn't matter. I you.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, it comes straight to my, our front desk so.
[AGENT][NEUTRAL] Oh, OK. Yeah, we just need to put in attention and just ask for him.
[CUSTOMER][POSITIVE] And my granddaughter's helping me a whole lot right now.
[AGENT][NEUTRAL] It's OK, trust me, I, I have a couple of those and I understood.
[AGENT][NEUTRAL] Um, yeah, let me go ahead and put you on hold for a minute so I can go ahead and send you this fax, OK? Thank you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, I don't think so. I appreciate it though. Hey, is the payer ID and uh address on there to send the claims to and can we send it electronically? Yes.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][POSITIVE] OK. Thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.