AccountId: 011433970860
ContactId: 8805f909-5c22-4d56-87f1-51e8d289fec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306779 ms
Total Talk Time (AGENT): 96508 ms
Total Talk Time (CUSTOMER): 132981 ms
Interruptions: 8
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/8805f909-5c22-4d56-87f1-51e8d289fec6_20250423T17:41_UTC.wav
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[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] NCL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with the benefits for a patient. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The number is [PII].
[AGENT][NEUTRAL] OK, thank you and Ms [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Dent first.
[AGENT][NEUTRAL] OK. And may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, one second.
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII]. Uh, date of birth is [PII], and the ID number is um 259-6952.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is
[AGENT][NEUTRAL] [PII]. And if you can give me your fax number, I'll send you a fax back with this benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Sure, the uh fax number is [PII].
[AGENT][NEUTRAL] OK I'm gonna put you on a quick hold while I get that fax ready and I'll be right back with you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For a dentist I thought it was about.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] In this office, so I've been here for a long time.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Um, but I'm happy to, um, to take a look and I. OK, and does that include history on there? Get you in for a full exam, um, where we take X-rays and then I kind of take a look and go over what I see and I explain that to you and um and then present a treatment plan.
[AGENT][NEUTRAL] It does not include history. Let me look real quick. It's a brand new policy, so I don't know if we'll have any. He's he's not showing any history on his policy as of yet.
[CUSTOMER][NEUTRAL] OK, and then there is another patient I wanted to check for is under the same plan uh for [PII]. What happened was um, it says it's under the same policy, the for [PII] and I was gonna put a bridge on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what's [PII]'s policy number?
[AGENT][NEUTRAL] Oh, it's [PII]'s? Yes, OK, let me see.
[CUSTOMER][NEUTRAL] And then there were some things that happened and I just wasn't comfortable so there's a picture of it of the of the two teeth on the other side of it. It's [PII] the date of birth. with that? Um, I really can't see from pictures and I do see cavity there, um, in that picture, but really we like to take X-rays and then I would do the visual exam at that point.
[AGENT][NEUTRAL] OK, I don't show an [PII]. I show a heaven. Is it [PII], [PII]?
[AGENT][NEUTRAL] And the date of birth?
[AGENT][POSITIVE] Yes, I do show that Heaven is covered under the same plan. So the facts back that I sent you for [PII] will also work for heaven.
[CUSTOMER][NEUTRAL] Yeah. OK, alright, thank you. No, that was it thank you. That's not showing me the whole picture like I said I can't say because I need X-rays that shows your bone thank you bye bye.
[AGENT][POSITIVE] You're very welcome. Is there anything?
[AGENT][NEUTRAL] Else I can help you with before we go?
[AGENT][POSITIVE] OK, Miss [PII], I hope you have a wonderful day and thank.
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.