AccountId: 011433970860
ContactId: 3b4d0852-3c7c-4645-8c20-3c9a1cc64cc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144339 ms
Total Talk Time (AGENT): 63698 ms
Total Talk Time (CUSTOMER): 66393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3b4d0852-3c7c-4645-8c20-3c9a1cc64cc9_20250402T13:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII] from Daily Dental, uh, in [PII], and I have a patient and I need to request, um, their benefits.
[AGENT][NEUTRAL] OK, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and may I have that policy number please?
[CUSTOMER][NEUTRAL] The policy number is 024.
[CUSTOMER][NEUTRAL] 342-75.
[AGENT][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] And it's actually for the dependent there's a dependent on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the one that has the appointment.
[AGENT][NEUTRAL] Alright, I have that as 02434275 and verify the dependent's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, is he the patient or do you need something for the dependent?
[CUSTOMER][NEUTRAL] The dependent.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so [PII] is the policy holder, so I can fax over a schedule of benefits to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that'll be perfect and is um can you confirm the the dependent is [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you verify the date of birth?
[CUSTOMER][NEUTRAL] Does it show her on there anywhere?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, yes, so is she the patient or is it [PII]?
[CUSTOMER][NEUTRAL] OK, it
[CUSTOMER][NEUTRAL] She's she's the she's the one that needs to be seen.
[AGENT][NEUTRAL] OK, OK, alright, I'll fax it over for her, right?
[CUSTOMER][POSITIVE] Yes, and you can fax me the benefits, OK, perfect.
[AGENT][NEUTRAL] And what is your fax number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and let me just confirm that I have that as [PII].
[CUSTOMER][NEUTRAL] Yes, and can I ask what fee schedule do you guys follow?
[AGENT][NEUTRAL] OK, this plan pays by UCR usual customer and reasonable rates.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we do not have a schedule and if you like I can check her um history if you need that or I can just go ahead and get that faxed over to you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can just fax it all would be fine.
[AGENT][NEUTRAL] OK, alright, I'll get that sent over to you. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Thank you for calling AP. Have a good week. Thank you, bye.
[CUSTOMER][POSITIVE] Thank you bye bye.