AccountId: 011433970860
ContactId: 8be4bba6-2e3e-4d34-826a-e50ad66de095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593729 ms
Total Talk Time (AGENT): 160292 ms
Total Talk Time (CUSTOMER): 105486 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/8be4bba6-2e3e-4d34-826a-e50ad66de095_20250224T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a dental office, and I'm trying to verify if this is dental coverage for a possible new patient or.
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check. Yes, ma'am, I can check the eligibility and benefits for you and the policy, Ms. [PII]. What is the callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the name of the dental office?
[CUSTOMER][NEUTRAL] North Star Family Dentistry.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, let's see, it's [PII], um [PII].
[AGENT][NEUTRAL] Thank you. And then what's Miss [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 00766451.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 00766451?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I've got a policy number.
[AGENT][NEUTRAL] That belongs to a different member.
[CUSTOMER][NEUTRAL] Is it for [PII], her husband?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it's a lapsed policy, yeah 00766451.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find her by her name. Let me try her name real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if she has an active policy at all with us or if she's even in the system. Let me, let me look real quick before we give up.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is it spelled [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] How do I spell her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found her. I do show that she does have a dental policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her effective date is [PII].
[AGENT][NEUTRAL] And if you give me your fax number send you a fax back with the complete benefit breakdown and fee schedule for her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then is who?
[CUSTOMER][NEUTRAL] Can you tell if we're a network or is it a does it run through [PII]?
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] I do not see that this one is through [PII] uh this is through APL and there isn't a net.
[AGENT][NEUTRAL] Or the UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I will take a fax from you.
[AGENT][NEUTRAL] OK, and what is that fax number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what was [PII] 1 digit after 5?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 2, OK, it glitch you said 10. I didn't even hear it. I'm so sorry. Let me repeat it, make sure I've got it correct now. That's OK. Yeah, um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh, sorry, yeah, the phone's really breaking up.
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I together for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Option D.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding. I've got that fax on its way to you now the schedule and the benefit breakdown.
[CUSTOMER][POSITIVE] Awesome. Thank you so very much.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good night and thank you for calling APL, miss.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.