AccountId: 011433970860
ContactId: 97f22d95-ecca-4e6a-ab69-1d2c06973570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483760 ms
Total Talk Time (AGENT): 109849 ms
Total Talk Time (CUSTOMER): 85274 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/97f22d95-ecca-4e6a-ab69-1d2c06973570_20250321T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I'm trying to verify a patient's benefits.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02586520
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Complete dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] uh uh oh, date of birth.
[CUSTOMER][NEUTRAL] Actually is not entered. I'm so sorry. I think there may be a language barrier for the patient.
[AGENT][NEUTRAL] Um, OK, um, what other information do you have to verify her?
[CUSTOMER][NEUTRAL] Um, I have a telephone number.
[AGENT][NEUTRAL] Um, we cannot use the telephone number. It has to be personal information. You don't have like the last four of the social or.
[CUSTOMER][NEUTRAL] No, whoever got this patient's information did not get the information that I need and I just realized it. Let me see if I can text her.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I'll try to be quick.
[AGENT][POSITIVE] It's OK. No, no problem. Take your time.
[CUSTOMER][NEUTRAL] Would it be OK if I place you on hold and call her real quick?
[AGENT][NEUTRAL] Sure, yes, go ahead. Mhm.
[CUSTOMER][NEUTRAL] Because that might be quicker than the text thank you.
[AGENT][POSITIVE] You're welcome. Sure.
[CUSTOMER][NEUTRAL] OK, I have her birthday.
[AGENT][POSITIVE] OK, perfect. All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, and you need a full breakdown of benefit given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][POSITIVE] Facts is perfect as long as everything's included.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, the only thing that is not on the fax bag is the history. Other than that, everything is there. Um, may I have the fax number?
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, all right, and I can check on that history for you, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she has no history. So let me go ahead and get this ready to be sent out to you. Do you mind holding for me while I send it while I got you on the line?
[CUSTOMER][NEUTRAL] No, not at all thank you.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK, um, can you just while I have you on the phone, can you tell me if there's a missing tooth cloth or a waiting period?
[AGENT][NEGATIVE] Not for this one because this one only covers basic. There's no major services on this one.
[AGENT][NEUTRAL] So, in the onyx periodonics.
[CUSTOMER][NEUTRAL] Um, does it cover
[CUSTOMER][NEUTRAL] Oh, so diagnostic and preventative and then basic.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it's just gonna be basic, so it's gonna be preventative, radiograph FMX, basic expense and basic restorative only.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it have a good day.
[AGENT][POSITIVE] You too and thank you for calling APL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Bye bye.