AccountId: 011433970860
ContactId: 982ab0e4-5d52-4d88-8d87-5bb4d5c62d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138580 ms
Total Talk Time (AGENT): 61711 ms
Total Talk Time (CUSTOMER): 56626 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/982ab0e4-5d52-4d88-8d87-5bb4d5c62d7a_20250331T19:47_UTC.wav
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[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the dental office, and I would like to see if you could fax me a breakdown of benefits on a patient, please.
[AGENT][POSITIVE] Of course, yes, ma'am. I sure can do that for you. What is your call back number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number?
[CUSTOMER][NEUTRAL] It is 02283376.
[AGENT][NEUTRAL] OK, to repeat and confirm, I have that as 02283376.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient is [PII] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you very much for the information and you're calling to request a fax back. What is your fax number? I can certainly send it over to you.
[CUSTOMER][NEUTRAL] Thank you. It's [PII].
[AGENT][NEUTRAL] OK, you're very welcome. And do you would excuse me, would you like me to check to see if she has any history on file or?
[AGENT][NEUTRAL] Any benefits used?
[CUSTOMER][NEUTRAL] No, I'm good. Has she used anything? Yeah, has she used anything because we've already seen her once this year.
[AGENT][POSITIVE] OK, give me one moment, trying to get that pulled up for you. Apologize for that.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a
[AGENT][POSITIVE] Well, I was on a roll and then it, OK, now thank you for your patience.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] It's been that kind of day with computers today.
[AGENT][NEUTRAL] Yes, thank you, yes it has. OK, so yes ma'am, she has used only um $53.60. Nothing else has been used after that.
[CUSTOMER][NEUTRAL] And could you mind tell me what her coverage is for 4341 scaling and replaying and she's gonna have 4 quads of it.
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] Uh, we cover that at 40%.
[CUSTOMER][POSITIVE] 40%. All right, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Yes, ma'am.
[CUSTOMER][NEUTRAL] And I'll look for that fax.
[CUSTOMER][POSITIVE] Yeah, have a great day.
[AGENT][POSITIVE] You too thank you take care bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.