AccountId: 011433970860
ContactId: 71d2a481-8d0a-457a-9dfd-6b8790bd008b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123610 ms
Total Talk Time (AGENT): 34885 ms
Total Talk Time (CUSTOMER): 56361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/71d2a481-8d0a-457a-9dfd-6b8790bd008b_20250507T15:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL this is.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of dental office to check on benefits for our patient today. Can you help me with that?
[AGENT][POSITIVE] Yes I can help with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, it is [PII], and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes, that is 613-588.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name, that's [PII]. Last name is [PII], with the date of birth [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so the policy is effective [PII].
[AGENT][NEUTRAL] Um, I can send you a fax back that outlines all the benefits unless there's something that you need to specifically go on on over the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right. Uh, so you can send me the fax for the benefits. And only thing I would be needing is for the provider. What the schedule will it follow?
[AGENT][NEUTRAL] Uh, this, this has, it gives a specific dollar amount for every CPT or procedure code.
[AGENT][NEUTRAL] So there's, it's
[CUSTOMER][NEUTRAL] OK, so there is no network, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, OK, you can send me the fax, uh, for the patients when.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I'll get that faxed over, Travis. It'll just take me about 2 minutes.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too have a great day bye see you. Thank you.