AccountId: 011433970860
ContactId: 3b048908-a8a0-445c-ad24-451f41d11786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232100 ms
Total Talk Time (AGENT): 121766 ms
Total Talk Time (CUSTOMER): 79634 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3b048908-a8a0-445c-ad24-451f41d11786_20250217T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] I'm doing good today, [PII] how are you doing?
[CUSTOMER][NEUTRAL] I'm good. I'm just calling um I have a patient here who has um American public life insurance, and we are a dentist office, and I was hoping to see if you could let me know if the plan was showing active, um, and I didn't know if we could do a fax back of benefits. If not, I can just ask you a couple questions.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility and fax back. What is a good callback number?
[CUSTOMER][NEUTRAL] Yep, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 00766457.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is going to be sorry I'm multitasking here.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Good job on the name. I was wondering.
[CUSTOMER][NEUTRAL] Yeah, I think that's how you pronounce it.
[AGENT][POSITIVE] Sounds good to me.
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][POSITIVE] Yeah, I can help you with eligibility and a, and a, a breakdown as well. Um, I'm showing that [PII]'s policy is active.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Effective date is.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy um is a [PII] PPO B Schedule option D.
[AGENT][NEUTRAL] And I'm trying to spell his last name for.
[AGENT][NEUTRAL] This fact, hang on. OK, that wasn't as bad as I thought it was gonna be.
[AGENT][POSITIVE] And I, I'll be happy to get this breakdown faxed to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I fax number. Are you ready for it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one quick second while I complete.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] I'd like to go ahead and fax so while I got you on the phone, so let me.
[AGENT][POSITIVE] That way, you know it's on the way and taken care of.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You spell your name [PII]?
[CUSTOMER][NEUTRAL] Um, it's actually [PII].
[AGENT][NEUTRAL] Oh, you have to go and change. No, I'm just kidding.
[CUSTOMER][NEUTRAL] I know
[AGENT][POSITIVE] I actually like that. I like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know why, but they added they decided to do a [PII] instead of an A.
[AGENT][POSITIVE] I think that I like that, that's special.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] In a good way.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see. All right, I'm ready for that fax number, [PII].
[CUSTOMER][NEUTRAL] Alright, it's 810.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to verify that breakdown, I'm, I mean the fax back I'm sending the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, [PII], that is on the way. If you need my name, I'm gonna spell it for you because I'm different too.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. That is, that is a little bit different, but it is still nice and pretty.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Hey, it's OK to be different, isn't it?
[CUSTOMER][NEUTRAL] Yeah, it is, it is.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I'm all set. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.