AccountId: 011433970860
ContactId: 6e79e978-c47f-4c8a-855f-5705c96e8ff8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332510 ms
Total Talk Time (AGENT): 91699 ms
Total Talk Time (CUSTOMER): 86598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6e79e978-c47f-4c8a-855f-5705c96e8ff8_20250328T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], I was calling to see if this do this patient have an active, um, dental plan with you all?
[AGENT][NEUTRAL] OK, I can check the eligibility for you, ma'am. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Call back is [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Mint MINT dentistry.
[AGENT][NEUTRAL] OK. All right, Miss Miss [PII], let me pull, get the um patients.
[AGENT][NEUTRAL] Name, date of birth, and policy number.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Um, name is gonna be.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] Which is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK and what is the policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02582910.
[AGENT][NEUTRAL] OK and one more time our phone kind of cut out. Can I get that policy number one more time please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02582910.
[AGENT][NEUTRAL] OK, let me look up that patient real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I've got Ms. [PII] pulled up. And this is an act policy.
[AGENT][NEUTRAL] Effective date
[CUSTOMER][NEUTRAL] It's an active policy? OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry you broke up. What was the effective date?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, got it. And also, um, is there a way I can get a fax of benefits?
[AGENT][NEUTRAL] Yes ma'am, what's your fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you, um, Miss [PII], and I'll be right back.
[CUSTOMER][POSITIVE] Mhm, yes ma'am, thank you.
[AGENT][NEUTRAL] You still there, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, I'm here yes ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you. I'll be right back.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on now.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've had that fax on its way to you now.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, thank you and also um is there a reference number for um for this call before you go?
[AGENT][NEUTRAL] Yes ma'am, my, um, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] And they say, OK, and um before you go, can I, is there a way I can get that group number that's on file?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] The group number is 70073.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Anything else I can do to help you before I go?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye ma'am.