AccountId: 011433970860
ContactId: 496bdf17-a994-43f7-a026-fe374985994c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493829 ms
Total Talk Time (AGENT): 71283 ms
Total Talk Time (CUSTOMER): 66342 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/496bdf17-a994-43f7-a026-fe374985994c_20250409T21:43_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I was just trying to get my patient's dental benefits for this year.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and um I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. I don't know why I put [PII]. OK.
[AGENT][NEUTRAL] May I have, um, the patient's policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sorry, one second.
[CUSTOMER][NEUTRAL] Uh, policy number is 023537771.
[AGENT][NEUTRAL] Thank you. Let me pull that information.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh yes, it's gonna be for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And you need the benefit information given to you verbally or faxed over to you right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] On the fax, does it give a pretty good breakdown of like frequencies, um, and what is covered under basic and major?
[AGENT][NEUTRAL] Mhm.
[AGENT][MIXED] Yeah, it's really detailed. The only thing that is missing is the history. I'm sorry.
[CUSTOMER][POSITIVE] OK, um, yes, if I can get that.
[CUSTOMER][NEUTRAL] OK, um, no, yeah, that's fine if you can, uh, send me a fax please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] All right. Thank you. [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh 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][POSITIVE] No problem.
[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.
[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 can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I think that's everything. Would you happen to know, um, if they've used any of their benefits so far this year, like their annual max?
[AGENT][NEUTRAL] Oh, they have not, she has not used her benefits for this year. I'll check on that already. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK then that is everything thank you so much for your time ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.