AccountId: 011433970860
ContactId: a9329a7c-dda7-4088-aaa2-31b309005705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117709 ms
Total Talk Time (AGENT): 30818 ms
Total Talk Time (CUSTOMER): 52337 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a9329a7c-dda7-4088-aaa2-31b309005705_20250425T16:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from uh Mayford Dental. I'm just calling for dental eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, it looks like I was maybe a digit off when I read it to the other, um, representative, so she, um, 02618053.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, it looks like she is active [PII] or [PII], and the policy is active.
[CUSTOMER][NEUTRAL] Um, all right, and then if I can just get a general breakdown.
[CUSTOMER][NEUTRAL] On what her max is.
[CUSTOMER][NEUTRAL] And what um co-insurances is she's covered under?
[AGENT][NEUTRAL] OK, I can send a fax back or we can go over it on the phone too.
[CUSTOMER][NEUTRAL] Yeah, um, you got, yeah, you could send me a fax because the fax box will have like payer ID and fee schedule that we should go off of.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright then, yeah, if you could send me a fax back that would be great.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] Um, fax number is [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, I'll get that sent over. It just takes about 5 minutes.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks bye bye.