AccountId: 011433970860
ContactId: b4fab8fc-cd95-4b75-8d45-bcd13cd76a61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171550 ms
Total Talk Time (AGENT): 84278 ms
Total Talk Time (CUSTOMER): 43623 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b4fab8fc-cd95-4b75-8d45-bcd13cd76a61_20250116T21:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with the Rock Family Dental Care, and I'm calling because I need a fax of one of my patients' full dental breakdown.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with that breakdown. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 614-441
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with the dental breakdown for [PII]. I'm showing that his policy is active.
[AGENT][NEUTRAL] Effective date is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] And this dental policy follows the Carrington fee schedule option A.
[CUSTOMER][NEUTRAL] OK, when is, when does this policy end?
[AGENT][NEUTRAL] There's no future termination date on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm working on the fax back for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And on the fax back you're gonna get the calendar year max deductible frequencies, limitations. You also get our billing information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][NEUTRAL] Can I put this fax to your attention?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, if you'll just give me just one second and I'll have this together for you.
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] What's his date of birth?
[AGENT][NEUTRAL] And what's the fax number [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to verify that fax back, I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. You should be receiving it shortly. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Uh, [PII], thank you for calling APL. Hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.