AccountId: 011433970860
ContactId: 4f3e268d-4508-4219-a14d-337a17f8b19e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482779 ms
Total Talk Time (AGENT): 100403 ms
Total Talk Time (CUSTOMER): 135467 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4f3e268d-4508-4219-a14d-337a17f8b19e_20250520T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for office. And how are you doing today?
[AGENT][POSITIVE] I'm doing good [PII] how are you doing?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][POSITIVE] So far so good. Thank you for asking. Uh, OK, the reason of my call is I'm looking for dental benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think about.
[AGENT][NEUTRAL] And may I please get your callback number and the name of the facility you're calling from, Molly?
[CUSTOMER][NEUTRAL] OK, facility name is Smile Design Center. Provider name is Doctor [PII], and the tax ID is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is your callback number, sir?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In case the call is dropped, I can call you back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Uh, I'm I'm unable to hear you.
[AGENT][NEUTRAL] The callback number?
[CUSTOMER][NEUTRAL] OK, callback number it's going to be [PII].
[AGENT][NEUTRAL] Thank you and what is the member's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Member ID is 02408546. Member name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK I do show that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] what do you think that?
[AGENT][NEUTRAL] And if you can give me your fax number I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Your voice is breaking up and could you.
[CUSTOMER][NEUTRAL] can fax, to our fax, ma'am.
[CUSTOMER][NEUTRAL] Yeah, but I'll I'll be the two I.
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] The fax number I have is [PII].
[AGENT][POSITIVE] Thank you sir. I'm gonna put you on a quick hold. I'll you while I get this fax ready for you and I'll be right back sir.
[CUSTOMER][NEUTRAL] Yeah talk to me like uh.
[CUSTOMER][NEGATIVE] I'm sorry, but your voice is still breaking up. I'm unable to understand what you're trying to say.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get the fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] that 100 m.
[CUSTOMER][POSITIVE] OK. Sure, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that fax on its way to you now, sir.
[CUSTOMER][POSITIVE] Thank you so much. And now I can hear you much better.
[CUSTOMER][NEUTRAL] And this is this plan is active?
[AGENT][POSITIVE] Oh, good.
[AGENT][POSITIVE] Yes, the plan is active.
[CUSTOMER][NEUTRAL] May I have that effective date?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that and just hold for a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and the group number I have for this patient is 16068. Is that the correct number, group number?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] How long will it take for this text to receive like any estimated time?
[AGENT][NEUTRAL] I have sent it so you just need to give it a little time to get to you but it's already been sent.
[CUSTOMER][NEUTRAL] Alright thank you and how much is the individual next month?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That's on your fax back?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And this patient is also the policy holder as well [PII].
[AGENT][POSITIVE] That's correct. Yes.
[CUSTOMER][NEUTRAL] Alright, may I have your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] Thank you so much and the good reference number for this call?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII] for your kind assistance. I really appreciate it. Have a great rest of the day. Stay safe.
[AGENT][POSITIVE] You too Ollie, you have a wonderful day also and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye for now.