AccountId: 011433970860
ContactId: c1c32c4b-c89c-49f9-84aa-bbbb6a1b7b23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163039 ms
Total Talk Time (AGENT): 73013 ms
Total Talk Time (CUSTOMER): 77628 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c1c32c4b-c89c-49f9-84aa-bbbb6a1b7b23_20250512T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, I was calling to verify dental benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] D 3
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02543869.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, yeah, he, he's gonna replace that and he did.
[AGENT][POSITIVE] OK, thank you so much. And you say you're calling to verify benefits for this patient?
[CUSTOMER][POSITIVE] Yes ma'am, dental benefits.
[AGENT][NEUTRAL] Uh, verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] The [PII] birthday [PII].
[AGENT][NEUTRAL] OK. And are you wanting it verbally over the phone or I can send you a fax fax?
[CUSTOMER][NEUTRAL] Um, does the fax pack have history on it as well?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] Know when you're reading
[CUSTOMER][NEUTRAL] OK, um, I would like a fax back as well, but if we could go over history first.
[AGENT][NEUTRAL] Well, and
[AGENT][NEUTRAL] OK, uh, well, I don't show she uh he has any history.
[AGENT][NEUTRAL] We don't show we received any claims form, but what's your fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We we verify
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I will send this over to you in a few moments. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, just, just wanna make sure he is out of network benefits since we're an out of network provider.
[AGENT][NEUTRAL] Well, we don't have a network and with this type of policy, it pays by UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK, alrighty, well that's all that I needed then I'll just be looking for that back sack.
[AGENT][POSITIVE] All right. Well, I will send this off to you. Hopefully, you should receive it in a few moments.
[CUSTOMER][NEUTRAL] OK, do you have a call reference number please?
[AGENT][NEUTRAL] Uh, if you like, you can, uh, use my name in today's date.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.