AccountId: 011433970860
ContactId: b3b70cdf-81f7-4a80-ad9d-f75155415428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348059 ms
Total Talk Time (AGENT): 91497 ms
Total Talk Time (CUSTOMER): 162964 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b3b70cdf-81f7-4a80-ad9d-f75155415428_20250619T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling on behalf of dental office to check eligibility and benefits for one patient on a recorded line.
[AGENT][NEUTRAL] Hey, [PII], I can help with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I will do that.
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure. The policy number I have that is um
[CUSTOMER][NEUTRAL] 02576415
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] Patient name is um [PII] and the last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Policy is effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax that outlines all the codes and the frequency and durations unless there's paid on the phone.
[CUSTOMER][POSITIVE] Thank you for this.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][MIXED] Thank you so much for that one, but uh for this patient, I just need the history that might affect the frequency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah um.
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 0442
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You can check for the exam FMX I.
[AGENT][NEUTRAL] Um, so the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah. Uh, it looks like they've had bite wings on 225, 25.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] An exam 22525.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And it looks like that's that's all for those um they have used $372 of their maximum calendar year benefit.
[CUSTOMER][NEUTRAL] Citizen.
[CUSTOMER][POSITIVE] Got it. Thank you so much for this one, [PII]. And what will the call reference?
[AGENT][NEUTRAL] Uh, call reference will be my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, got it. Thank you so much for this one. And for the next question, can you just provide me the facts?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] 42393 got it.
[CUSTOMER][NEUTRAL] All right, sir. And tell me the next patient.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 2746.
[CUSTOMER][NEUTRAL] That's 02521252.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], sorry, [PII], and the last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy is active and effective [PII], uh, and they have no history.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No history. All right. Can you provide me the facts for this one?
[CUSTOMER][NEUTRAL] 4341.
[AGENT][NEUTRAL] Oh, are you saying you want me to fax you the fax back?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. Uh, what was the first policy number?
[CUSTOMER][NEUTRAL] Sorry, I only need for this one only, for this patient.
[AGENT][NEUTRAL] OK, you don't need it for the one that I just gave you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No. Only for this patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] see
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] Oh yes, that's correct.
[CUSTOMER][NEUTRAL] What do you?
[CUSTOMER][NEUTRAL] And the fact that, uh, all the details will be there, right?
[AGENT][NEUTRAL] OK, and did you have more patients?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Coincidence and the frequencies.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][POSITIVE] All the details will be there in the fax. All right, got it. Thank you so much for this one. That's all I need. And in how many minutes I will get the fax?
[AGENT][NEUTRAL] Uh, it should just take a few minutes, no more than 5 minutes.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][POSITIVE] All right, got it. Thank you so much for this one. That's all I need. And is there any call reference?
[AGENT][NEUTRAL] Uh, call reference my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, got it. Thanks so much for this stuff and that's all I need, and you have a wonderful day and bye bye for now.
[AGENT][POSITIVE] OK, thank you for calling APL. You too. Bye-bye.