AccountId: 011433970860
ContactId: 2de73912-d536-4045-8455-7b58ee6d7dba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128679 ms
Total Talk Time (AGENT): 51300 ms
Total Talk Time (CUSTOMER): 52062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/2de73912-d536-4045-8455-7b58ee6d7dba_20250522T20:40_UTC.wav
--------------------------------------------
[CUSTOMER][POSITIVE] For the hygiene? I love you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Lake District Family Dentistry. I'm calling to verify, um, benefits on a patient.
[AGENT][NEUTRAL] Alright, [PII], happy to verify benefits. Can I get your policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 6,134,900.
[AGENT][NEUTRAL] Alright, let me pull that up.
[AGENT][NEUTRAL] OK. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, yeah, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient is active. It looks like the effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect, um, and we're still a fee schedule, correct?
[AGENT][NEUTRAL] Yes, I don't believe any of that has changed. Do you guys need a fax back or you have one?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, will you give me one and then I have a specific code. I need to see if it's on the fee schedule at all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let me pull up here.
[AGENT][NEUTRAL] What code did you need me to check, [PII]?
[CUSTOMER][NEUTRAL] Um, it's D 4346.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 9:45 thank you so much.
[AGENT][NEGATIVE] I don't see it listed here, so it wouldn't be covered.
[CUSTOMER][NEUTRAL] Not covered that's OK. I wanted to know we're using it quite frequently.
[AGENT][NEUTRAL] Yeah, no problem, and then what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] Alright, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Give it about 5 minutes and you should have it, OK?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.