AccountId: 011433970860
ContactId: 88c1404a-cbc3-4afa-a65e-20201aca6f21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172779 ms
Total Talk Time (AGENT): 74405 ms
Total Talk Time (CUSTOMER): 70202 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/88c1404a-cbc3-4afa-a65e-20201aca6f21_20250305T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Boston Mountain Dental. I'm not even sure that I have the right number because the number I originally called was a fax number. Um, I have a, I have a patient and I just need to discuss what his insurance covers and what it doesn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm gonna have to send you to claims. Do you have a policy number for this person or?
[CUSTOMER][NEUTRAL] Um, I do.
[AGENT][NEUTRAL] The name, OK, um, give me just a second let me.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Alright, the policy is 02444564.
[AGENT][NEUTRAL] A lot of force.
[CUSTOMER][NEUTRAL] And then I
[CUSTOMER][NEUTRAL] Yeah, and the name is [PII].
[CUSTOMER][NEUTRAL] I wanna say it's probably under it's under [PII].
[AGENT][NEUTRAL] OK, and you're just with the.
[CUSTOMER][NEUTRAL] I don't have his information.
[AGENT][NEUTRAL] Are you just with the providers or with a.
[AGENT][NEUTRAL] Who'd you say you're with? I'm sorry.
[CUSTOMER][NEUTRAL] Boston Mountain Dental.
[AGENT][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] [PII], do you need help?
[AGENT][NEUTRAL] You have his birth date by chance or the last of his social just to verify.
[CUSTOMER][NEUTRAL] [PII]'s
[AGENT][NEUTRAL] Uh, yeah, or it could be [PII]'s, it doesn't matter.
[CUSTOMER][NEUTRAL] I don't, I don't have any of [PII]'s is his date of birth is [PII], and the last four of his social is [PII].
[AGENT][NEUTRAL] OK, give me just a second, I'll put you on a brief hold and get you to claims, OK?
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Suffering.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII] how are you?
[AGENT][NEUTRAL] I'm well. I'm calling because I have um [PII] from Boston Dental. He, she's wanting to talk about, um, like she's obviously with the dental office and she has a patient of the name of [PII] and she's needing to figure out what is covered and what is not covered. I have a policy number for you and I've already verified. It's his policy number is 202444.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] 564.
[CUSTOMER][NEUTRAL] OK, so she's calling for benefits. OK, I can help her, [PII].
[AGENT][POSITIVE] Yes, OK, I'm gonna join you guys now, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hey [PII], I have claims on the line for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Of course. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII]. I can help you with dental benefits.
[CUSTOMER][NEUTRAL] Hi [PII] and I did go I did click around enough to find Carl's.