AccountId: 011433970860
ContactId: 7012a7df-aec1-44fe-abcd-2ce5f75cd62e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279160 ms
Total Talk Time (AGENT): 82187 ms
Total Talk Time (CUSTOMER): 124200 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7012a7df-aec1-44fe-abcd-2ce5f75cd62e_20250210T17:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Dogwood Dental in [PII], and I'm trying to get some information, um, for a patient who's here right now on some coverage.
[AGENT][NEUTRAL] OK, I can verify the benefits for you, Ms. [PII], and do you have the policy number, please?
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Um, I have a plan number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that
[AGENT][NEUTRAL] They start with 01 or 02?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] 400.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, um, it starts with 160.
[AGENT][NEUTRAL] OK, uh, give me that number. I can still try to search them.
[CUSTOMER][NEUTRAL] OK, it's um 1601657071.
[AGENT][NEUTRAL] Yeah, that's not us. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Oh my gosh, hold on, I know what I've done because lord.
[CUSTOMER][NEUTRAL] I've got one plane in front of me, yeah, I'm so sorry, um, hang tight with me for just a second.
[AGENT][NEUTRAL] It's been one of those days.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No wonder you're like no I don't have that information in there this girl's crazy.
[AGENT][NEUTRAL] It happens.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's get the right one. OK, her, uh, policy number is 02592825.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] PR.
[AGENT][NEUTRAL] And what was the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you say you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Um, yeah, for a specific, um, code really.
[AGENT][NEUTRAL] OK, and what's that code?
[CUSTOMER][NEUTRAL] It is D 5820.
[AGENT][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] And what is that code for 5820?
[CUSTOMER][NEUTRAL] Um, it's a, a slipper, so an interim partial denture.
[AGENT][NEUTRAL] Oh, it's not covered. Uh, under this patient's policy only covers for preventative and basic services, and any dentures or um crowns, bridges, partials, those are considered major.
[CUSTOMER][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] Right, OK, and are you able to send a fax back um just so I can have that on.
[CUSTOMER][NEUTRAL] On her documents in the office, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I will send that off to you. Um, and is there anything else, Ms. [PII], I can assist you with before we end the call?
[CUSTOMER][POSITIVE] Um, no, no, I think that'll take care of it. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye.