AccountId: 011433970860
ContactId: bd1ea1b2-d0ff-4dee-ab7c-da7e17c7741b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242839 ms
Total Talk Time (AGENT): 52328 ms
Total Talk Time (CUSTOMER): 66349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/bd1ea1b2-d0ff-4dee-ab7c-da7e17c7741b_20250509T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Dental West. I was just needing to verify insurance on a patient dental for dental.
[AGENT][NEUTRAL] OK, I can help you with benefits, uh, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number for that patient?
[CUSTOMER][NEUTRAL] 710,558,060.
[AGENT][NEUTRAL] Doesn't look like one of our policy numbers. Do you have another number I can look it up by last name or social?
[CUSTOMER][NEUTRAL] Uh, let me give you his social.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what was the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And you have his date of birth?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK. Uh, let me give you the correct policy number. Um, it's 606-469.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, policy is effective [PII] active. Um, I can send over a fax back that outlines everything on the policy, um, or if there's something go on the phone we can.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, you can give me a fax back, um, but I do have a few questions. Does it have a missing tooth cloth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And do y'all downgrade?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And is there a waiting period?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Hold on just a second
[AGENT][NEUTRAL] Uh, no, there's no waiting period.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now is this policy on a flat fee schedule?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and uh.
[CUSTOMER][NEUTRAL] It's through the Louisiana State Police Department.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and uh you need my fax number?
[AGENT][NEUTRAL] Yes, what's your fax?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me a few minutes.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well.