AccountId: 011433970860
ContactId: 5d58fba2-6b7c-49e6-990d-ec2ecf70e8a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550109 ms
Total Talk Time (AGENT): 91020 ms
Total Talk Time (CUSTOMER): 86513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5d58fba2-6b7c-49e6-990d-ec2ecf70e8a4_20250326T17:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Mac Dental. I just wanted to, uh, verify a patient's, uh, plan benefits.
[AGENT][POSITIVE] OK, um, sure, I can assist you with a benefit and eligibility information.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK, and you said you're calling from Mac Dental?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK. Thank you. May I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is 02599221.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, you were breaking up in between. Can you repeat that one more time? Sorry.
[AGENT][NEUTRAL] Sorry. OK, do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, I would actually, uh, recommend, uh, both. I, I just wanted to see verbally like if this patient has any treatment history on file, um, that is all, and if the annual maximum is 500, and I'll take the fax back as well.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, just a verification of coverage. Effective date is [PII]. It is active. It is a $500 maximum with a $50 deductible, and he has not used his benefits as of today for [PII]. Um, let me check the history. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] There's no history and
[CUSTOMER][NEUTRAL] Yeah, I just wanted to make sure.
[AGENT][NEUTRAL] OK, no problem. What is the fax number?
[CUSTOMER][NEUTRAL] Uh, no history. The fax number is going to be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, that's [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, thank you so much thank you.
[AGENT][NEUTRAL] OK. You're welcome. One moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that'll be it. Uh, I just needed to get a reference number for the call and that's all.
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK awesome thank you so much for that information uh yep thank you hope you have a good day thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You as well, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.