AccountId: 011433970860
ContactId: 77f37428-e683-47eb-b970-3d22740bdc80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361989 ms
Total Talk Time (AGENT): 87067 ms
Total Talk Time (CUSTOMER): 73064 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/77f37428-e683-47eb-b970-3d22740bdc80_20250501T16:50_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get a benefit breakdown for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] OK thank you Ms. [PII], and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Lakeland Dental.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02608700. Name is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK I do show that [PII].
[AGENT][NEUTRAL] Have an active policy with us. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, your, your phone is your, your phone is cutting out [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, and um the annual maximum?
[AGENT][NEUTRAL] Um, if you give me your fax number I can send you a fax back with the benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Perfect, perfect, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I'm gonna put you on a quick hold while I get that fax ready and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is my phone better now?
[CUSTOMER][NEGATIVE] Uh, it's still cutting out a little bit.
[AGENT][NEUTRAL] Uh, no, OK, alright, well it's gonna be a quick hold while I get this ready for you. I'll be right back with Miss [PII].
[CUSTOMER][POSITIVE] Alright, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK. UTBA.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What the crowd.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now that has the benefits for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright perfect um is there a payer ID?
[AGENT][NEUTRAL] Yes, ma'am. That is 60801.
[CUSTOMER][NEUTRAL] Perfect. And what state and zip are you from? Like city zip? I only, uh, the patient only has like your [PII].
[AGENT][NEUTRAL] OK, that would be [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Mm, no, thank you.
[AGENT][POSITIVE] All right. Well, you have a wonderful day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.