AccountId: 011433970860
ContactId: 2cc4336b-6c1f-4e91-aaed-662649f30f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148979 ms
Total Talk Time (AGENT): 67872 ms
Total Talk Time (CUSTOMER): 73832 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2cc4336b-6c1f-4e91-aaed-662649f30f24_20250319T20:01_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from the Harry School of Dentistry. I'm trying to verify if a patient still has insurance and dental insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I can check the eligibility for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] spelled [PII] Last initial is [PII], and you said what else did you need? I'm sorry, my callback number.
[AGENT][NEUTRAL] Oh, no, you're fine. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02550171.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII].
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you, can I get a fax of his breakdown?
[AGENT][NEUTRAL] You sure can. What's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and should I put attention just vendor?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][POSITIVE] Yes [PII], thank you.
[AGENT][POSITIVE] You're welcome. So I'll go ahead and send that over to you now. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Can I just get a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK thank you you have a great day. Oh, and lastly, how, how long should it take for me to receive that fax?
[AGENT][POSITIVE] You're welcome. You are.
[AGENT][NEUTRAL] We say give it about an hour, but if you don't receive it by end of business day, just let us know and we'll resend it for you.
[CUSTOMER][NEUTRAL] OK, can you go ahead and just put 2 times to send it?
[CUSTOMER][NEUTRAL] If you don't mind.
[AGENT][NEGATIVE] Oh, I wasn't expecting you to say that. No, I don't want it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That's real.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a blessed day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. Have a great day. OK, you too. Bye-bye.
[CUSTOMER][NEUTRAL] You too.