AccountId: 011433970860
ContactId: 905dfe04-0c59-4834-90d9-a25f92e405c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243490 ms
Total Talk Time (AGENT): 136792 ms
Total Talk Time (CUSTOMER): 68969 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/905dfe04-0c59-4834-90d9-a25f92e405c5_20250218T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I'm looking to get the benefits for a patient here at Epir Dental.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with those benefits. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How do you spell your name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That is so pretty. I like that.
[AGENT][NEUTRAL] Sorry, well, I what is a good call back number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that would be.
[CUSTOMER][NEUTRAL] Give me one sec [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, it's 02506640.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I believe in [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][POSITIVE] All right, thank you. No, that sounds good to me, whatever you say.
[AGENT][POSITIVE] I agree.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits for the patient.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I am showing that this policy is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing a breakdown?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I do have one I can fax to you if you're interested in that. It will have the calendar year max deductible frequencies, limitations. Our billing information is also listed.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And I'm getting that prepared for you.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] And now the policy does not participate in any network we pay a percentage of UCR.
[AGENT][NEUTRAL] And Elias has no history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The breakdown will not include the group name and number. Do you need that as well?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][POSITIVE] Alright, let me get that for you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Well I have that group name group number is 25811.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is Universal Trucking.
[AGENT][NEUTRAL] Will, that's W I L and then lease dash L EAS.
[AGENT][NEUTRAL] So it's Universal Trucking will lease.
[CUSTOMER][NEUTRAL] OK, can you put
[CUSTOMER][NEUTRAL] And can you repeat the spelling of that one more time? I'm sorry.
[AGENT][NEUTRAL] Not a problem. Um, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This, this patient has interesting names attached to it, doesn't it?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] OK, the fax number would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to verify that fax number I am sending this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, [PII], that is on the way for you. Is there anything else I can help you with? My pleasure.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right well thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Right now, right now
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.