AccountId: 011433970860
ContactId: 4cfa443c-3008-4a21-972c-765200ac421e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222839 ms
Total Talk Time (AGENT): 78235 ms
Total Talk Time (CUSTOMER): 87097 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/4cfa443c-3008-4a21-972c-765200ac421e_20250508T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to verify dental benefits, please.
[AGENT][NEUTRAL] Right, I'm happy to verify dental benefits. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, and I just gave all this to somebody, um, it's gonna be 5 consecutive zeros 25826887.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just need to verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of.
[CUSTOMER][NEUTRAL] Uh one second, [PII].
[AGENT][NEUTRAL] Thank you. So patients active. The effective date is [PII], it looks like.
[AGENT][NEUTRAL] And then if you need us to we can also send a fax back with benefit breakdown.
[CUSTOMER][NEUTRAL] Yes, um, but can I get the group number?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Group number is 70052.
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][NEUTRAL] Mhm 70052, yeah. Did you need the group name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So am I
[CUSTOMER][NEUTRAL] Um, yeah, just a second. So on my end when I put that group number it pulls up Blue Cross, Delta Dental, and DentaQuest. It's neither one of those, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's just [PII], OK, what is the group name?
[CUSTOMER][NEUTRAL] baby
[AGENT][NEUTRAL] The group name it's for their employer is Oxford Global Resources, is that what you're asking for?
[CUSTOMER][NEUTRAL] Yeah, Oxford Global.
[AGENT][NEUTRAL] Resources LLC.
[CUSTOMER][NEUTRAL] OK, um, is it planned administrators?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Now it just shows me Oxford Global Resources LLC DBA looks like cyber maybe division.
[CUSTOMER][POSITIVE] I'm good, thank you, but
[CUSTOMER][NEUTRAL] OK, yeah, so I'll put in Oxford Global Resources and it come up with two other different ones, um, alright, if you don't mind sending me a fax back.
[CUSTOMER][POSITIVE] So that I can get my team to enter this new group.
[AGENT][NEUTRAL] No, what is the fax number?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Alright, [PII], so 5 minutes and you should have that. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] No, so let me ask you, the policy certification number, is that gonna be the member ID number or is it the social?
[AGENT][NEUTRAL] Yeah, it's the member ID number, the 258 number, not the social.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good OK well thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.