AccountId: 011433970860
ContactId: 9447b85f-f367-4906-a232-6596e3613ca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321619 ms
Total Talk Time (AGENT): 83666 ms
Total Talk Time (CUSTOMER): 65930 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9447b85f-f367-4906-a232-6596e3613ca7_20250602T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from DDS Cents and Implant Solutions, and I was just trying to verify, uh, patients eligibility and benefits for dental.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can I get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I can help you um with eligibility and benefits. Can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] And then his um ID number is [PII].
[AGENT][NEUTRAL] OK, let me pull up [PII] real quick.
[AGENT][NEUTRAL] Alright, I do show that he does have an active policy. The effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yeah, I see you know if his annual max is still 1300 and what's available.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes ma'am. I can check that for you real quick.
[AGENT][NEUTRAL] It's gonna be just a moment while it pulls in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has and this is just to verify his benefits it's not a guarantee of payment. He has his full 1500.
[AGENT][NEUTRAL] dollar maximum left, he's not used anything and he still has his $50 deductible left to pay.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Would you be able to fax over his benefits for me?
[AGENT][NEUTRAL] Yes, ma'am. What is your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK I'm gonna put you on a quick hold while I get that fax ready for you and I will be right back.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much I appreciate all of your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That is, no, that's all.
[AGENT][POSITIVE] Awesome. Well, you have a wonderful week and thank you for calling APL ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.