AccountId: 011433970860
ContactId: 440162a9-4802-4674-bc1e-8e49d5587b59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440140 ms
Total Talk Time (AGENT): 103541 ms
Total Talk Time (CUSTOMER): 103861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/440162a9-4802-4674-bc1e-8e49d5587b59_20250527T14:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Family Implant and Cosmetic dentistry. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm doing good thank you for asking.
[AGENT][POSITIVE] You're welcome. How can I help you?
[CUSTOMER][NEUTRAL] Uh, we have an incoming new patient today. I just wanted to verify his benefits and see if maybe I could, uh, get a verbal breakdown.
[AGENT][NEUTRAL] Uh yes, ma'am, you can. Uh, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Of course, uh, that is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and that's gonna be a direct line.
[AGENT][NEUTRAL] OK, thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, so the number is gonna be [PII]. His date of birth is [PII], and the policy ID is 0258.
[CUSTOMER][NEUTRAL] 958 7.
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] My computer is a little slow so you're gonna have to bear with me just a moment. It's pulling it up now though.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][POSITIVE] I appreciate your patience.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] Uh, I guess it's just not over the weekend yet. Needed one more day.
[CUSTOMER][POSITIVE] I can relate, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do show that [PII] um does have an active policy. His effective date is [PII]. And I can give your benefits over the phone if you would like, but we also have a fax back that has a complete um benefit breakdown for you along with the fee schedule.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh perfect yes that would be amazing, yes ma'am.
[AGENT][NEUTRAL] OK, what is your fax number?
[CUSTOMER][NEUTRAL] Uh, fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this fax ready for you and I will be right back.
[CUSTOMER][POSITIVE] Oh perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Oh perfect thank you so much and then um while I'm on the phone with you I know that you had mentioned the the fee schedule would be shown like on the fax and everything um I just wanted to confirm if you guys do participate like are you guys like with connection Dental or anything?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we are, um, through [PII], but they do not have to use a network provider to be able to use their benefits because we go off the UCR schedule.
[CUSTOMER][NEUTRAL] OK, got you, perfect. OK, so we're good to just use our, our UCR fees then and then just go for the fax benefits?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Perfection. OK, all right, perfect. All right, thank you so much, [PII]. I really, really appreciate your help and your time. Would it be possible for me to just get a reference number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I hope you have a great rest of your day.
[AGENT][POSITIVE] You're very welcome, Ms [PII]. I hope you have a good rest of your week also and we appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye, ma'am.