AccountId: 011433970860
ContactId: 88b0f971-92ca-4503-a2d2-5d5736858f92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500760 ms
Total Talk Time (AGENT): 78106 ms
Total Talk Time (CUSTOMER): 55379 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/88b0f971-92ca-4503-a2d2-5d5736858f92_20250314T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you. Thank you for calling APL. This is [PII]. How may I assist you? Good afternoon.
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I'm calling from Doctor [PII]'s office to get benefits and eligibility on a patient that's coming in on Monday.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and eligibility, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 613-041.
[AGENT][POSITIVE] All right, thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. And thank you. And this is for dental, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And uh let's see. Do you need this information given to you verbally or faxed over to you for the benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, faxed over, but usually when you'll fax it over it doesn't tell me if she's used any of her maximum or anything like that. So if you could tell me that, yeah, and then you can fax over the rest.
[AGENT][POSITIVE] I can get that for you.
[AGENT][NEUTRAL] Mhm, sure, yes, mhm.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so she has not used her benefits for [PII] as of today, so she still have the $1000 left and the deductible of $50. And this is not a guarantee of payment, just a verification of coverage, that's a disclaimer. And um may I have the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I get you on the line?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you're welcome. Bye-bye