AccountId: 011433970860
ContactId: 91b581d1-bab5-405c-975b-66571b048420
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342359 ms
Total Talk Time (AGENT): 121177 ms
Total Talk Time (CUSTOMER): 125476 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/91b581d1-bab5-405c-975b-66571b048420_20250423T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling with the dental office, and I was needing to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. May I get the name of the office you're calling from please? and the callback number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it's Elite Smile Dental and it's [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So I don't have a policy number. I have a social. Would that, does that work?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so patient is [PII], last name [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And subscriber social is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I wasn't OK with us leaving until [PII] checked to make sure that he agreed that he was in.
[CUSTOMER][NEUTRAL] You're like it's that kind of stuff that I.
[CUSTOMER][NEUTRAL] Having anxiety at all the other day it was.
[CUSTOMER][POSITIVE] Um, we had a, it was a Friday night, we had a birthday party in [PII] and for my nephew, we went to like it was like it.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up.
[AGENT][NEUTRAL] I believe I think she's under her husband's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, yes ma'am, um, the policy is active. Her effective date is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] OK, and can you just.
[AGENT][NEUTRAL] Yeah, it's 256-6068.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, and can you tell me, is there any type of waiting period with this plan since it just became active [PII]?
[AGENT][POSITIVE] Let me check real quick for you and if you want I can send you a fax back too that has her benefit breakdown for you.
[CUSTOMER][NEUTRAL] That'd be
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK. All right, let me um first check on that waiting period for you.
[CUSTOMER][POSITIVE] We'll be fine. We'll be fine, well.
[AGENT][NEGATIVE] Oh, why is it not letting me download it?
[AGENT][NEUTRAL] OK. There we go. It was just acting a little contrary there for a minute. Um, she has a waiting 12-month waiting period, and this is just to verify her benefits. It's not a guarantee of payment for major endodontic, periodontic, prosthodontic, and oral surgery.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, I had it on mute. I was talking to someone else and um major endo oral surgery perio.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 00, that's OK.
[AGENT][POSITIVE] Prosthodontic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And oral surgery.
[AGENT][NEUTRAL] 12 month waiting period.
[CUSTOMER][POSITIVE] OK perfect all right [PII] I do believe that's what I needed um if you could do a fax that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] OK thank you for holding for me [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right I appreciate your help.
[AGENT][NEUTRAL] OK, is that everything I can help you with today?
[CUSTOMER][NEUTRAL] That is, can I just have a reference number, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Alright [PII], thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good rest of the week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.