AccountId: 011433970860
ContactId: 8f9b870a-8811-4b03-87c0-c62fda56c230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354510 ms
Total Talk Time (AGENT): 100773 ms
Total Talk Time (CUSTOMER): 87874 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8f9b870a-8811-4b03-87c0-c62fda56c230_20250515T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I am calling for um benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with both benefits and eligibility. May I get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's [PII] Callback number is gonna be [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] And the facility is gonna be Gauthier, G A U T I E R, Family Dental.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's gonna be for Ms. [PII]. Date of birth is [PII]. Member ID is 02309886.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] All right, I do show that Ms. [PII] does have an active policy with us. The effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And Ms. [PII], if you can give me your fax number, I'll send you a fax back with their benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That'd be great, um, 228.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I just had a brain fart um 228-497.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 497-062-1
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Perfect, thanks so much.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The world
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me.
[CUSTOMER][NEUTRAL] Yes, I.
[AGENT][NEUTRAL] I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Perfect. Well I've got you on the phone, can I get some additional information? I have like nothing on this um policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What's the payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] And what's the claims mailing address?
[AGENT][NEUTRAL] That is going to be [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And it's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And is, do you know if there's a missing tooth louses?
[AGENT][NEUTRAL] Yes, ma'am, there is and um your fax back will also have that on there. It's going to be like on the first page kind of in the middle.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] Perfect. Alright, awesome well thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK well I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah, you too. Thanks so much.
[AGENT][POSITIVE] You thank you bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Mm bye.