AccountId: 011433970860
ContactId: 427da2bd-42ae-48bd-8c79-6dd7371b21c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537969 ms
Total Talk Time (AGENT): 112770 ms
Total Talk Time (CUSTOMER): 75726 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/427da2bd-42ae-48bd-8c79-6dd7371b21c9_20250116T16:25_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] Uh yes ma'am. I was trying to verify benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII] with no [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 02117071.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and this is for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you say you need benefit information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] I can get a fax. I just needed to ask because we've never had this insurance in our office before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it like a PPO policy or?
[CUSTOMER][NEUTRAL] Or is this just like a
[AGENT][NEUTRAL] Uh, it, it is a commercial, um, policy. It's gonna be, um, it is through the employer, but it's not a PPO or an HMO, uh, we pay on the usual and customary rates.
[CUSTOMER][NEUTRAL] HMO
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm. What is um the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do I put this to your attention, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[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 Ms. [PII]. OK, 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][NEUTRAL] Uh, yes, I just needed to know on there if they're gonna give me the address to you guys and the payer ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and it's gonna show frequencies and history?
[AGENT][NEUTRAL] Um, it's gonna show frequencies, spins, cover expenses, it's gonna have um limitations and all, um, the codes that we cover. It's not gonna have the history, so I can get the history for you. One moment.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Are you looking for anything in particular or just regular history?
[CUSTOMER][NEUTRAL] Uh, history on preventative services like exams and X-rays.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, well, he doesn't have any history. There's no history on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No history right and what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][POSITIVE] Alright, that's all I needed thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you, bye bye.