AccountId: 011433970860
ContactId: 28233bf7-50f0-4542-bb45-4f3a0ba5c292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301519 ms
Total Talk Time (AGENT): 69036 ms
Total Talk Time (CUSTOMER): 92213 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/28233bf7-50f0-4542-bb45-4f3a0ba5c292_20250410T20:03_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] Yes, this is [PII] at Doctor [PII]'s office, and I was checking on the dental benefits for a patient please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah but.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Vila Clinic.
[CUSTOMER][NEUTRAL] 02608944.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEGATIVE] No, I can cancel no as the same message.
[CUSTOMER][NEUTRAL] No ques me mhm.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][POSITIVE] Thank
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, you can get now we're out of network. Does it you pay out of network provider?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, well if it won't be but a little bit you could fax it or if you wanna just tell me he's here now, want me to check on it.
[AGENT][NEUTRAL] OK, um, it is, it's up to you it's either or.
[CUSTOMER][NEUTRAL] OK, well, you can fax, you can fax it to me.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So it's the same number as the regular number?
[CUSTOMER][NEUTRAL] No, [PII] was the regular number.
[AGENT][NEUTRAL] Oh, OK. [PII]. OK. So the fax number is [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, let me go ahead and send this out to you before I let you go, OK, one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 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. Um, the only thing that is not on the fax bag is the history, but there's no history. So the rest is all in the fax bag, the benefit maximum and the coding, OK?
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye-bye.