AccountId: 011433970860
ContactId: 995eae2e-3eef-4819-93bb-e46a78a72567
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461820 ms
Total Talk Time (AGENT): 108067 ms
Total Talk Time (CUSTOMER): 118687 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/995eae2e-3eef-4819-93bb-e46a78a72567_20250129T21:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Hi, I was just calling to get some information, um, eligibility information.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnect to Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII] OK uh.
[AGENT][NEUTRAL] And you're you're calling from where? I'm sorry.
[CUSTOMER][NEUTRAL] Lone Star Family Dental after this one will she come back in 6 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 025544-36 um yeah.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] 3.5 by then and he needs to come in at some point.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the policy holder is [PII]. Birthday [PII]. The pay sheet would be [PII]. I'm not sure if that's the daughter or a wife. yeah, they have their moments, so yeah.
[AGENT][NEUTRAL] What's the date of birth [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm, I'm not [PII] for you just called in to, to find out if we take the insurance, so that's just what I'm trying to find out.
[AGENT][NEUTRAL] Um, OK, um, well, OK, so I'm gonna give you information based on [PII], OK? Because it's the only person that you was able to verify. OK, um, so this particular policy is one of our dental policies. Uh, with this one, there's no network, um, we pay on the usual and customary rates.
[CUSTOMER][NEUTRAL] To call me for both of those.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You pay on what? I'm sorry.
[AGENT][NEUTRAL] On the usual and customary rates, UCR.
[CUSTOMER][NEUTRAL] On the usual I'm sorry, I can't understand.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Usual and customary, yes, usual and customary rates, UCR.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, um, as long as it's before the [PII] we're good in August, so any time at least.
[AGENT][NEUTRAL] So there's no network, they can choose their own dentist.
[CUSTOMER][POSITIVE] Oh, they can choose their own dishes let me know what days are good.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, um, can I get a fax back at all for the benefits?
[AGENT][NEUTRAL] Yes, mhm. Yes, what is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am. OK.
[AGENT][NEUTRAL] Thank you. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, that's no problem.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes ma'am, can I get a reference number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's S as in Sam, O as in Oscar, L as in Lima. Last initial is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII].
[AGENT][NEUTRAL] [PII] is the last initial.
[CUSTOMER][POSITIVE] I can't unders I'm sorry.
[AGENT][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.