AccountId: 011433970860
ContactId: 292145e8-d39b-4b36-bc76-b540a8a979fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176869 ms
Total Talk Time (AGENT): 56420 ms
Total Talk Time (CUSTOMER): 91904 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/292145e8-d39b-4b36-bc76-b540a8a979fd_20250520T19:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from DDS dentures and Implants.
[AGENT][NEUTRAL] OK, I'm sorry, I didn't quite catch your name. Can you repeat your name? I got the name of the company only.
[CUSTOMER][NEUTRAL] Yes, um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it'll be [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, so I just got off the phone a little while ago, um, regarding some patient information. I did get it, um, faxed over, but there are some things that are missing, so I was just calling to see if I can, um, get those, um, last details.
[AGENT][NEUTRAL] OK, sure, yes. May I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, it is.
[CUSTOMER][NEUTRAL] 026 [PII]
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's um [PII]. Date of birth is um [PII].
[AGENT][POSITIVE] OK, thank you. And go ahead with your questions.
[CUSTOMER][NEUTRAL] Yes, um, so I was just needing to see, um, the endoerial and surgical extraction coverage.
[CUSTOMER][NEUTRAL] The breakdown.
[AGENT][NEGATIVE] And those are not covered.
[CUSTOMER][NEGATIVE] They're not covered, OK.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then give me 1 2nd please.
[CUSTOMER][NEUTRAL] OK, and then I was going to see if you guys um cover partial denials, crowns, or bridges.
[AGENT][NEUTRAL] Mm no, not on this policy. This one only has basic dental, so it's just gonna be basic.
[CUSTOMER][NEUTRAL] Basic, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. And would that be OK, and that would, and then if I could just get your 1st 1st and last name, or just the first name I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. It's OK. My name is [PII], that's [PII] [PII] Yes, that's in HOM if you need it. Mhm.
[CUSTOMER][NEUTRAL] So, [PII]?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] Uh huh you too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.