AccountId: 011433970860
ContactId: 8bde9f65-9907-45fe-8c7a-e4821042a973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467920 ms
Total Talk Time (AGENT): 96932 ms
Total Talk Time (CUSTOMER): 137195 ms
Interruptions: 6
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8bde9f65-9907-45fe-8c7a-e4821042a973_20250505T14:00_UTC.wav
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[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was trying to get a breakdown of benefits for a couple of patients.
[AGENT][NEUTRAL] OK, I can send you a breakdown. Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you Miss [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] This is from um Doctor [PII] Hopevi Family Dentistry.
[AGENT][NEUTRAL] Good, thank you. And what's the first, the first patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the first one is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number we have is 02.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 5033. So then you wanna set up a cleaning appointment?
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of her policy is [PII]. And can you please give me your fax number so I can send a fax back with the benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] It looks like it comes on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then what is the next patient?
[AGENT][NEUTRAL] Name and date of birth and policy number?
[CUSTOMER][NEUTRAL] So the next patient, sure, is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02604874.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look him up now and what I'm gonna do, is it just the two or is there another one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, just the 2, yes.
[AGENT][NEUTRAL] OK alright so what I'm gonna need to do is put you on a brief hold while I fax these over to you and just as soon as I've got them sending on their way I'll be right back with you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you. You are on hold.
[AGENT][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] Oh gosh
[AGENT][NEUTRAL] SB
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Back
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah, shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII] I've got those faxes on the way to you now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK great thank you so much and I wanted to ask you one thing about [PII].
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, uh, is when was his effective date? Will it be listed on there?
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're welcome Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] Uh, you're very welcome. You have a wonderful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye-bye now.