AccountId: 011433970860
ContactId: 5883efd5-67d6-4732-85da-4e96799fec1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335459 ms
Total Talk Time (AGENT): 87487 ms
Total Talk Time (CUSTOMER): 68109 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/5883efd5-67d6-4732-85da-4e96799fec1c_20250414T16:51_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]. I'm calling from Hatch Family Dentistry and I just needed to get a breakdown of benefits for a dental patients.
[AGENT][NEUTRAL] OK, I can help you with the benefits. Um, Miss [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the ID number that was provided was 60801.
[AGENT][NEUTRAL] OK, that's our payer ID number 60801.
[CUSTOMER][NEUTRAL] Can we go by the name and birthday because she was really confused about trying to give get find a member ID number on the card.
[AGENT][NEUTRAL] Do you
[AGENT][POSITIVE] Oh bless it.
[AGENT][NEUTRAL] Right. OK. So let's um get her spelling of her first name.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK, and the spelling of her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find her by her name real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I think I have her pulled up now and that matches her date of birth. OK, let me give you the policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 02582884.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And she does have an active policy. The effective date of her policy is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can give me your fax number I can send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the fax back [PII].
[CUSTOMER][NEUTRAL] 838-5504
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a quick hold, Miss [PII], while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, sorry, excuse me, thank you, appreciate it.
[AGENT][POSITIVE] Excuse me, you're very welcome is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Nope, that was it. Thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.