AccountId: 011433970860
ContactId: 448bcafa-d61e-43ae-873b-e958f1255756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715489 ms
Total Talk Time (AGENT): 117033 ms
Total Talk Time (CUSTOMER): 142258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/448bcafa-d61e-43ae-873b-e958f1255756_20250508T14:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm with the dental provider's office checking on eligibility and benefits, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Uh, I've got, um, let's see, group numbers being 5006.
[CUSTOMER][NEUTRAL] 50006 sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, is that all the numbers?
[CUSTOMER][NEUTRAL] Um, that's all the group numbers.
[AGENT][NEUTRAL] Oh, that's the group number. Do you see a policy number by any chance?
[CUSTOMER][NEUTRAL] No, I just have a um the subscriber's ID number.
[AGENT][NEUTRAL] OK, uh, you say you have a subscriber ID number. Do you, what's that number?
[CUSTOMER][NEUTRAL] It is 971-527.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, and Ms. [PII], you need the information of the benefits given to you verbally or faxed over to you?
[CUSTOMER][POSITIVE] Um, a fax would be great.
[AGENT][NEUTRAL] OK. Um, may I have the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Let me repeat this back to you. That's [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[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] Uh, sure.
[AGENT][NEUTRAL] OK, 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 me 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, Ms. [PII]?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Ms. [PII].
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hello, Ms. [PII], can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello Ms. [PII], can you hear me?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Ms. [PII], can you hear me?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] One thing.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Here it is general. Do you mind holding, please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you for calling Heritage Dental Associates, the office of doctors [PII] and [PII]. A receptionist will be with you as soon as possible. Our staff strives to maintain the highest quality service for all of our patients. Please visit our website at [PII] to download necessary patient forms and aftercare instructions.
[CUSTOMER][POSITIVE] Dr. [PII] has been in the practice of general. You are on hold. So South Metro Study Club Academy of General. You are on hold and excelled in. You are on hold.
[CUSTOMER][NEUTRAL] Dental Association, Northern District Dental Society, Henman Dental Society, South Metro Study Club, Academy of General Dentistry, American Academy of Implant Dentistry, American Academy of Cosmetic Dentistry, International College of Dentists, and Georgia Academy of General Practice. Dr. [PII] continuously strives to provide all patients with the most comprehensive and advanced treatment possible. Dr. [PII] resides in [PII].
[CUSTOMER][NEUTRAL] At Heritage Dental Associates. [PII], how may I help you?
[AGENT][NEUTRAL] Hi, yes, this is [PII] with APL. I tried to come back to the phone, but you was not there.
[AGENT][NEUTRAL] I was just trying to let you know that um I did send out that fax with information from Miss [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry, do what now you send a fax for [PII]?
[AGENT][NEUTRAL] Yeah, I send the fax. Mhm, yes.
[CUSTOMER][NEUTRAL] Uh, hold on just a second. This is [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hi [PII], this is so, uh, I came back to the line but you was not there. I was just calling back to let you know that I already faxed that information over if you needed anything else today.
[CUSTOMER][POSITIVE] Oh, you're wonderful thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] You just have a good day thank you.
[AGENT][POSITIVE] OK, you too, Ms. [PII], and thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh um bye bye.