AccountId: 011433970860
ContactId: b33d9c82-5419-4021-9a02-242978a14270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446920 ms
Total Talk Time (AGENT): 81507 ms
Total Talk Time (CUSTOMER): 81395 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/b33d9c82-5419-4021-9a02-242978a14270_20250129T14:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a dental provider's office. I was calling to check on eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the dental office?
[CUSTOMER][NEUTRAL] It's gonna be Lakewood Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, 02363607.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it'll be [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And uh do you need the eligibility and benefits given to you verbally or faxed over to you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, you can fax them to me, yeah, I just wanna make sure nothing's changed from this year to last year.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, OK. No, nothing has changed. I can go ahead and fax it over. May I have the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[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. Yeah, yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, you can give us a call back and we can resend it, but it should be there by then. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I actually wanted to ask you, I know last year when we um verified, I know he had a 12 month waiting period. Does this, does that 12 month waiting period still is it still active or is it already waived? Has he met that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let's see the uh 12 month waiting period. I think he's out of it. Um, it ended on [PII].
[CUSTOMER][NEUTRAL] OK, so he's good, so no more waiting period. Great. And then, uh, let me make sure I got everything because I know I know the last issue was here. I just wanted to, um, let me see what else. OK, can I get a reference number for this call? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's about it. Thank you so much. I appreciate your help, hon.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome.