AccountId: 011433970860
ContactId: 7360b4ef-4041-4bfe-bf81-4301aec45c49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194539 ms
Total Talk Time (AGENT): 86063 ms
Total Talk Time (CUSTOMER): 78830 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7360b4ef-4041-4bfe-bf81-4301aec45c49_20250113T22:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from DDS dentures and Implant Solutions, and I was wondering if I can get a um benefit fax for a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'd love to help you with that today. Do you mind if I have a good call back number real quick?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Wonderful. And what's the member's policy number?
[CUSTOMER][NEUTRAL] It is 01682172.
[AGENT][POSITIVE] Perfect, thank you. And give me just a moment to get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can you do me the favor of verifying this uh your patient's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and uh his date of birth is [PII].
[AGENT][POSITIVE] Wonderful, and I do have a fax back of benefits I could send you if you want to give me a second for that to load.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][POSITIVE] Sure, yes, thank you.
[CUSTOMER][NEUTRAL] And then he has, or he had in August annual max of 1500, is it still that?
[AGENT][NEUTRAL] Yes, that is still the annual maximum, and it did just reset um [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] From
[AGENT][POSITIVE] Alrighty, so I do wanna.
[AGENT][NEUTRAL] Grab that, um, I cannot talk today. I'm so sorry, [PII]. um I'd like.
[CUSTOMER][NEUTRAL] It's that time of day.
[AGENT][POSITIVE] I'd love to grab that fax uh number from you, my friend.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. Thank you. And then um your name, do you spell it [PII]?
[CUSTOMER][POSITIVE] That's perfect, yes, you got it right, yeah.
[AGENT][NEUTRAL] Really? Oh my gosh, OK.
[CUSTOMER][NEUTRAL] Usually they just say [PII] or [PII] or uh put an S in there. Oh honey, I'm [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] Really hoping, I mean, my skills I think are suited for a Starbucks.
[CUSTOMER][NEGATIVE] It is, it is too far Starbucks, I agree.
[AGENT][NEUTRAL] Um, and let me verify that fax number. I have [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Perfect. I'm hitting send on that right now. It should be coming your way. And then is there anything else I can do for you today, ma'am?
[CUSTOMER][POSITIVE] No, I really do appreciate your help. Thank you so much sweetie.
[AGENT][POSITIVE] Hey, it's my pleasure thank you for calling us here at APL and I hope you have a wonderful evening.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.