AccountId: 011433970860
ContactId: a0681c96-b7f1-4099-a05e-906684372382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329859 ms
Total Talk Time (AGENT): 66423 ms
Total Talk Time (CUSTOMER): 71031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a0681c96-b7f1-4099-a05e-906684372382_20250306T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from provider's office to check dental benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with dental benefits. May I please get your callback number and the name of the provider you're calling for?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Uh provider name is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02296303.
[CUSTOMER][NEUTRAL] And the patient name, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII]. And if you can give me your fax number, I'll send you a fax back with the benefit breakdown along with the fee schedule.
[CUSTOMER][NEUTRAL] Uh, is that all, uh, uh, like I need, uh, the
[CUSTOMER][NEUTRAL] Preventive basic and major uh frequencies and percentages, is that available on the fax?
[AGENT][NEUTRAL] Yes, all that's on there.
[CUSTOMER][NEUTRAL] OK. And yeah, the fax number is 888.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3007.
[AGENT][NEUTRAL] OK, and you spell your name [PII]?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK alright alright Miss [PII] I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, got it. And uh
[CUSTOMER][NEUTRAL] Uh, one moment, is there any downgrades?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No downgrades, OK. And do you pay the major services on say date or date?
[AGENT][NEUTRAL] On seat date
[CUSTOMER][NEUTRAL] OK, got it. Yes, that's it. Uh, can I get the reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for providing me all this information and have a wonderful day. Take care bye bye.
[AGENT][POSITIVE] Bye-bye, and you have a good day too.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.