AccountId: 011433970860
ContactId: 80a69140-eb2c-4beb-8a39-54a9a08cc4c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242580 ms
Total Talk Time (AGENT): 78607 ms
Total Talk Time (CUSTOMER): 68168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/80a69140-eb2c-4beb-8a39-54a9a08cc4c5_20250513T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a dental provider's office. I wanted to know if a patient is eligible to be seen in our office, their insurance.
[AGENT][POSITIVE] Sure I can help you with eligibility. Can I get get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To figure out
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let me see, so the policy number is 026072777.
[AGENT][NEUTRAL] One moment while I pull that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Are you having a good day so far?
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][POSITIVE] Good. I'm good. It's really hot outside today though.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And can I get the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So the first name is [PII] Last name is [PII] and then his date of birth is [PII].
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're just wanting to know if he can be seen at your office, correct?
[CUSTOMER][NEUTRAL] Yeah, with that insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am showing that he does have dental coverage with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy was effective on [PII] of this year.
[AGENT][NEUTRAL] Give me one moment, let me double check and make sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] There is a $50 co-pay or $50 deductible. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] And we do have a fax back um for this policy would you like us to fax you this or email it to you?
[CUSTOMER][NEUTRAL] Yes, I could give you the fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII]. Am I correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, I know a lot of the rules.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I just wanna make sure I didn't add too many.
[AGENT][POSITIVE] Alright, I will get that emailed or I will get that faxed to you as soon as we can. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, yeah, that's the one.
[CUSTOMER][POSITIVE] No, it was just that thank you so much.
[AGENT][POSITIVE] Thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Can I do something else?
[CUSTOMER][NEUTRAL] She said uh