AccountId: 011433970860
ContactId: 5126d775-3cd8-4d27-84a2-03e35df80814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156990 ms
Total Talk Time (AGENT): 54257 ms
Total Talk Time (CUSTOMER): 63737 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/5126d775-3cd8-4d27-84a2-03e35df80814_20250416T18:42_UTC.wav
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[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII]. I'm calling from Hopewell Family Dentistry. Um, I'm calling just to get a fax of benefits.
[AGENT][NEUTRAL] Yes, of course, [PII]. Do you have the policy number on you?
[CUSTOMER][NEUTRAL] I do it's 026.
[CUSTOMER][NEUTRAL] 04874.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Yes, and it's actually for two different patients with you guys, so I don't know if you need the other one as well, but.
[AGENT][NEUTRAL] Uh, yeah, I'll take the other policy number.
[CUSTOMER][NEUTRAL] OK, it's gonna be 026.
[CUSTOMER][NEUTRAL] 05033
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And for the 2604874, can you verify the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And then for claim 2605033, 1st and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and it's gonna be um [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, would you like to come in
[AGENT][NEUTRAL] OK. And then what is your fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Monday we're out of the office on Friday.
[AGENT][NEUTRAL] All right, and then what's a good callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Monday morning or afternoon?
[AGENT][POSITIVE] Mm OK, perfect. OK. And then I'll fax you over both of these um dental.
[AGENT][NEUTRAL] General benefits for [PII] and Faith.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Hey man that's it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] We can do um you let them.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK. Mhm. Bye.