AccountId: 011433970860
ContactId: 5054a5e0-a36b-4c6b-8d92-ecdd2d61440b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389049 ms
Total Talk Time (AGENT): 143681 ms
Total Talk Time (CUSTOMER): 133597 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5054a5e0-a36b-4c6b-8d92-ecdd2d61440b_20250107T20:32_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], my name is [PII]. I'm with the dental provider's office, and I was trying to check on benefits for my patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] No, ma'am, um, our corporate offices, but I'm in [PII].
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I was just gonna ask you about the weather.
[AGENT][NEUTRAL] Oh, it's actually very, very cold. It's um in the [PII]. It's supposed to be down into.
[CUSTOMER][NEUTRAL] this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Where at in [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, my husband's from [PII]. Do you know where you know where that is?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, yes. Yes, ma'am, I sure do.
[CUSTOMER][NEUTRAL] OK, alright, yeah, yeah, he's from [PII]. We were just there first part of December, so.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] How nice. I'm glad you guys got to come back and visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, we do a couple of times a year, so.
[AGENT][NEUTRAL] Oh yeah, it's supposed to be in the [PII] this evening. We're supposed to get uh ice storm, well, depending on when it hits and the temperature, it could be an ice storm or snow on Thursday, so you know everybody freaking out.
[CUSTOMER][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Oh, I know there's probably no toilet paper or milk left in the store.
[AGENT][NEUTRAL] Or bread
[CUSTOMER][NEUTRAL] yep.
[AGENT][NEUTRAL] OK, um, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK. And what's [PII]'s um date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and his policy number, please?
[CUSTOMER][NEUTRAL] I have 00714383.
[AGENT][NEUTRAL] OK, let me pull his policy in.
[CUSTOMER][NEUTRAL] And for some reason and it's probably an error on our part but maybe not, I have that as his subscriber ID and the group number is that OK?
[AGENT][NEUTRAL] Um, that is actually his policy number, and he does not have a group number.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so I'll take the group number out, so.
[AGENT][NEUTRAL] OK, and I do show that his policy is active. It's been active since [PII].
[CUSTOMER][NEUTRAL] OK, and is it on a calendar here?
[AGENT][NEUTRAL] Yes ma'am, and I can send you a fax back with this benefit breakdown if you'd like. It also has like procedure codes that we cover, what's covered limitations.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, that would be fabulous.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], can you spell your name so I can make sure it's correct on the fax back for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what I had. Good. And then what is your fax number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and I'm gonna send that fax back to you while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I make sure it goes through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you look at something while we're talking while you're doing that, or?
[AGENT][POSITIVE] Uh, yes, ma'am. I can look at something for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He probably hasn't used anything for I wouldn't think has he for the calendar year.
[AGENT][NEUTRAL] For this year
[AGENT][NEUTRAL] Let me check for you for this year.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Oh ma'am, he has not.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, let me get this fax back.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold so I can get it sent to you. I've got to fill out the top portion and make sure I have his name and policy and all that on there and then I'm gonna send it right to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. I'll be right back, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I've got that fax on its way to you.
[CUSTOMER][POSITIVE] OK, alright, well I certainly appreciate it, ma'am. y'all stay safe.
[AGENT][POSITIVE] Well, you, yes, ma'am, you too. I enjoyed talking with you. I hope you guys have a blessed rest of your day.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][NEUTRAL] All right. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Mm bye bye mhm.