AccountId: 011433970860
ContactId: bd78aac7-a6d6-481f-9f62-81ff6a8095ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407850 ms
Total Talk Time (AGENT): 107192 ms
Total Talk Time (CUSTOMER): 80023 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/bd78aac7-a6d6-481f-9f62-81ff6a8095ed_20250303T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to see if one of my patients was active.
[AGENT][NEUTRAL] OK, I can get the eligibility of a patient for you. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] So my name is [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's Eto Family Dental.
[AGENT][NEUTRAL] OK. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] 02488562.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Has she used anything?
[AGENT][NEUTRAL] Let me look real quick see if she has any claims.
[AGENT][NEUTRAL] Uh, she has, and I can give you, um, and this is just to verify her benefits. It's not a guarantee of coverage. She has used and I can give you the procedure codes.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, do you know, can I have the max first?
[AGENT][POSITIVE] Oh, is that what you're looking for? I'm so sorry, um, actually.
[CUSTOMER][POSITIVE] Yes, no, no, it's OK.
[AGENT][NEUTRAL] OK, if you, um,
[AGENT][NEUTRAL] If you give me your fax number I can send you a fax back with her complete benefit breakdown and fee schedule and let me see as far as her balance for the year.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] We already
[CUSTOMER][NEUTRAL] You didn't receive it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, she has used this year she has used uh $204 and she has $296 left.
[CUSTOMER][POSITIVE] OK perfect and then I can give you our fax number whenever you're ready.
[AGENT][POSITIVE] Yes, I'm ready for that.
[CUSTOMER][NEUTRAL] It is 281.
[CUSTOMER][NEUTRAL] 888-1656
[AGENT][POSITIVE] Thank you so much. I'm gonna put you on a brief hold while I get this fax ready for you. And you said [PII] is your name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'm gonna get this ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, um, and I'm sorry, does she meet the deductible already?
[AGENT][NEUTRAL] Uh, let me look and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She has $7 left.
[CUSTOMER][NEUTRAL] OK perfect can I just have the reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much for your help I really appreciate it.
[AGENT][POSITIVE] You're so welcome. You have a good day and thanks for calling APL Miss [PII].
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][NEUTRAL] Bye bye.