AccountId: 011433970860
ContactId: 6f3e2ed5-b43e-4246-98e2-46bed97e10ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164000 ms
Total Talk Time (AGENT): 71677 ms
Total Talk Time (CUSTOMER): 64156 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6f3e2ed5-b43e-4246-98e2-46bed97e10ab_20250108T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just checking to get a dental breakdown benefits.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax you over a breakdown. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Good callback number is [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02487694.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active.
[AGENT][NEUTRAL] And for the fax back, um, what's your fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] What can you fax me a fee schedule? Like uh what your fees are covered, yeah.
[AGENT][NEUTRAL] Yes ma'am, the fee schedule is uh attached to the fax fax.
[CUSTOMER][POSITIVE] Oh beautiful.
[CUSTOMER][NEUTRAL] And I never heard of this insurance before. Where is it based out of?
[AGENT][NEUTRAL] Um, we're based out of, um, [PII] and then there's another office in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, good to know. Alright, perfect. Oh, does he have out of out of uh network benefits?
[AGENT][NEUTRAL] Yes, ma'am, he does. We work with our providers. There's no network.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] There's no one there. Perfect, thank you. So what, so oh never mind, we'll go off your fee schedule. Got it, never mind.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, can you give me that fax number just one more time so I make sure that you got it correctly?
[AGENT][NEUTRAL] Um, yes, [PII].
[CUSTOMER][POSITIVE] You got it OK appreciate it. I'll be waiting for that.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Mhm. You're welcome, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.