AccountId: 011433970860
ContactId: 79536ddb-e4f7-477f-9c3c-1bd347a07246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333410 ms
Total Talk Time (AGENT): 80511 ms
Total Talk Time (CUSTOMER): 78968 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/79536ddb-e4f7-477f-9c3c-1bd347a07246_20250312T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], um, I wasn't able to find a patient on the portal, so I'm needing, um, eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. May I please get your name, callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Call back is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's Professional Dental Alliance.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is 02604614.
[AGENT][NEUTRAL] OK, I did have somebody call earlier about him. Are you with Corner Dental?
[CUSTOMER][NEUTRAL] Um, we're all owned by.
[AGENT][NEUTRAL] Professional dental
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Yes, we're all owned by the same DSO. I, I work in insurance verification, so they didn't let me know that they had already verified his insurance and it isn't posted, so.
[AGENT][NEUTRAL] That's, that is fine, that is fine. I don't mind giving it to you. I just, the, the name rang a bell and I was like, I know I did this earlier.
[CUSTOMER][POSITIVE] OK, OK. OK. OK, thank you.
[CUSTOMER][NEUTRAL] Sure. OK. OK.
[AGENT][NEUTRAL] OK, alright, uh, [PII] does have an active policy. His effective date is [PII], and if you give me your fax number I can send you a fax back with this benefit and uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Sure.
[AGENT][NEUTRAL] Fee schedule.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what is that please?
[CUSTOMER][NEUTRAL] OK. That's 844.
[CUSTOMER][NEUTRAL] 224-415-0
[AGENT][POSITIVE] OK, I'm gonna put you on a quick hold while I get that fax ready for you, Ms. [PII], and I'll be right back. You're very welcome.
[CUSTOMER][POSITIVE] OK, sure. OK, thank you.
[CUSTOMER][POSITIVE] All right. Thanks so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII], this is [PII] back with you again. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, great. um, one other question, well, I was gonna ask you about history, but he, he just, he just became effective, so.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright [PII], is there a reference number I could take down or will it be your name in today's date?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK, thanks for your help today. I hope you have a great rest of your Wednesday.
[AGENT][POSITIVE] You too, Miss [PII], thank you so much. I hope you do also and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye ma'am.