AccountId: 011433970860
ContactId: 70c85f15-4e26-4411-8c7d-6634843466b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548179 ms
Total Talk Time (AGENT): 83110 ms
Total Talk Time (CUSTOMER): 61583 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/70c85f15-4e26-4411-8c7d-6634843466b4_20250407T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling to verify a patient's coverage.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and
[AGENT][NEUTRAL] May I have the spelling of your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. There's no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what's the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 617143
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s calendar [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And you said you need eligibility?
[AGENT][NEUTRAL] All right, we have, let's see, an effective date of [PII]. It is still active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Do you guys do a fax out of the benefits? I know that this is like a fee schedule plan. Are you able to fax a fee schedule?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm. Go ahead with the fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Thank you. Let me go ahead and send this out to you while I got you on the line. Do you mind holding for me, Miss [PII]?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's it. Does it have like the frequency and everything on there as well?
[AGENT][POSITIVE] Yes, mhm. Yes, it's really detailed.
[CUSTOMER][NEUTRAL] OK, and what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And what's the reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm