AccountId: 011433970860
ContactId: 34d74eee-10d4-4010-9b0e-36c78bfe22b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324920 ms
Total Talk Time (AGENT): 84510 ms
Total Talk Time (CUSTOMER): 70423 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/34d74eee-10d4-4010-9b0e-36c78bfe22b6_20250612T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to check benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with both benefits and eligibility. Can I get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Oak Grove Dental Care and then a good phone number is [PII].
[AGENT][NEUTRAL] OK and then what is.
[CUSTOMER][NEUTRAL] Can you pass me the papers then?
[AGENT][NEUTRAL] The patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have [PII]. Policy number is 026148.
[CUSTOMER][NEUTRAL] 14842 sorry 02614842.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look him up real quick.
[CUSTOMER][NEUTRAL] And then I'm waiting for the date of birth.
[AGENT][NEUTRAL] And do you have the date of birth?
[CUSTOMER][NEUTRAL] No, she had, uh, send me a message with the card but she hasn't replied with her date of birth.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] That's fine. I do show that she is in our system. Um, she does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you can give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yes, please, do you know if we're in network?
[AGENT][NEUTRAL] Uh, they can use any provider they want to use.
[CUSTOMER][NEUTRAL] I can give you your tax ID.
[CUSTOMER][NEUTRAL] Oh, got you. OK, I can give you our fax number whenever you're ready.
[AGENT][POSITIVE] Yes ma'am. I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And do I spell your name, uh [PII]?
[CUSTOMER][POSITIVE] Yep, exactly.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, ma'am. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah, pooped.
[AGENT][NEUTRAL] 500
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I have that fax on its way to you now ma'am.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you so much.
[AGENT][POSITIVE] Alright, well you have a good night and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye bye.