AccountId: 011433970860
ContactId: a4ca391c-5456-456e-9776-63c5580da765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170000 ms
Total Talk Time (AGENT): 78081 ms
Total Talk Time (CUSTOMER): 60690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a4ca391c-5456-456e-9776-63c5580da765_20250102T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the dentistry. I'm checking eligibility and dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 1266556
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here and do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date if you need that is uh [PII].
[AGENT][NEUTRAL] And then we can also send a fax back with benefits if you need needed that.
[CUSTOMER][NEUTRAL] You said 101 and 17?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, yes, can I please get the um fax back, please?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] It's gonna be the same number [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 2521 alright and should I mark that attention to you or does it matter?
[CUSTOMER][NEUTRAL] It comes, it comes directly to me. Um, is the patient eligible to get exam proviewings today?
[AGENT][NEUTRAL] Uh, let me see if there's any history that'll affect frequency here. One second.
[CUSTOMER][POSITIVE] And panoramic it looks like.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, yeah, they should be fine as far as that goes. Uh, last date of service I see is back from [PII], so.
[CUSTOMER][NEUTRAL] OK, even, uh, let's see we got an old one here [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the panel, there's no history on file, or?
[AGENT][NEUTRAL] Yeah, I don't see anything.
[CUSTOMER][NEUTRAL] Or a full month.
[AGENT][NEUTRAL] Since [PII], so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me, let me, um, is there anything else I can check?
[CUSTOMER][NEUTRAL] Uh, no, that was it for just today.
[AGENT][POSITIVE] OK, sounds good. Well, fax is on its way, [PII], you should have that in about 5 minutes.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Yeah, absolutely, uh, my name with my last initial and then today's date. My name again is [PII], last initial to my name is [PII] and then just today's date.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You too bye bye.