AccountId: 011433970860
ContactId: 3ed5418b-cd0b-49e0-8f3b-98132facdf2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479079 ms
Total Talk Time (AGENT): 86764 ms
Total Talk Time (CUSTOMER): 64350 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3ed5418b-cd0b-49e0-8f3b-98132facdf2f_20250605T15:17_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, what was that?
[AGENT][NEUTRAL] My name is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] I am trying to get uh patients benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility for my notes, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, Red River Oral Surgery.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] 02566788.
[AGENT][NEUTRAL] Mm, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, you need this information, the benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, can we do both? Um, well, no, let's just do verbally.
[AGENT][NEUTRAL] OK. All right. So do you have like specific codes or you just need a full breakdown?
[CUSTOMER][NEUTRAL] Yeah, so does, can you see if this patients if this is their secondary insurance?
[AGENT][NEUTRAL] No, we can only see the benefits they have with us. Um, we don't do coordination of benefits for dental, so, um, I can only give you benefits based on our product.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, yeah, if you could just fax it to me, that would just be easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's have a look and no it's OK, no problem. I, I understand.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] to your attention, it's OK?
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] OK. Um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] OK perfect yeah
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Uh huh uh huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You