AccountId: 011433970860
ContactId: 27c5f80f-e00d-442c-bdf3-5c073d7e5b06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407559 ms
Total Talk Time (AGENT): 74238 ms
Total Talk Time (CUSTOMER): 67017 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/27c5f80f-e00d-442c-bdf3-5c073d7e5b06_20250625T20:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was just calling to obtain more information on this insurance plan that one of our patients has.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits or information about the plan. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is N. It[PII] spelled [PII] I.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. What is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Smalls of Riverstone.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Uh, yes, so from the card I see that the policy number is only 7 digits. Is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1,562,790
[AGENT][NEUTRAL] I'm sorry, that was 1,562,790?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and then the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. How may I assist you with this number, Miss?
[CUSTOMER][NEUTRAL] Is this a PPO plan?
[AGENT][NEUTRAL] Um, no, this is a commercial plan.
[CUSTOMER][NEUTRAL] A commercial plan.
[AGENT][NEUTRAL] Yes, it's not a PPR an HMO.
[CUSTOMER][NEUTRAL] Does it show that we're does it show that we're in network with them by any chance?
[AGENT][NEUTRAL] There's no network.
[CUSTOMER][NEUTRAL] Oh, there's no network? Is this like a discount plan?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It is not. It's a dental policy.
[CUSTOMER][NEUTRAL] It's a dental policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alrighty then, uh, I think that'll be.
[AGENT][NEUTRAL] Mm. Do you need a fax back or any?
[CUSTOMER][NEUTRAL] Uh, yes, if I can have you send a fax over.
[AGENT][NEUTRAL] Information.
[AGENT][NEUTRAL] Sure, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. That is [PII].
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, one moment.
[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][POSITIVE] No, that'll be it, thank you.
[AGENT][POSITIVE] Welcome and thank you for calling. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.