AccountId: 011433970860
ContactId: 9c844876-0ad0-446d-9a2e-6fbf9e929d06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114940 ms
Total Talk Time (AGENT): 44268 ms
Total Talk Time (CUSTOMER): 55128 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9c844876-0ad0-446d-9a2e-6fbf9e929d06_20250604T16:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a dental provider's office about our patient in our office today. I was wondering if I can get some assistance with their benefits.
[AGENT][NEUTRAL] Sure, to verify benefits for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] It's going to be, bear with me sorry uh 02623420.
[AGENT][NEUTRAL] OK, thank you. Let me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII]. It's a direct line, no extension needed.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and born [PII].
[AGENT][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you like, Ms. [PII], I can send you a fax back information in regards to the policy.
[CUSTOMER][NEUTRAL] No, not necessary we got the full breakdown, just a few specific questions mhm thank you though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Go ahead, I'm ready for you.
[CUSTOMER][NEUTRAL] Yes ma'am, if there's any history that the patient had occurred since the last visit and or that might affect frequency or if the annual maximum had been used or deductible been met since then.
[AGENT][NEUTRAL] Uh, no, ma'am. He hasn't met his deductible nor benefits, and he doesn't have any history.
[CUSTOMER][POSITIVE] Perfect. Alright, that's all that I needed. If I can just get the correct spelling of your name and a reference number for this phone call, I really appreciate that.
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[AGENT][NEUTRAL] And as far as call reference, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect [PII], you have a great day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.