AccountId: 011433970860
ContactId: c4b335a2-050c-4559-9517-d96a6af904dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112400 ms
Total Talk Time (AGENT): 54225 ms
Total Talk Time (CUSTOMER): 43262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c4b335a2-050c-4559-9517-d96a6af904dc_20250404T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify dental eligibility and get a breakdown of benefits.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I do, let's see here. Uh, it is 02576308.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The member, um, or the member or the patient?
[AGENT][NEUTRAL] Oh, the patient.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. I will go ahead and get this sent now. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I just wanted to confirm we follow the Carrington fee schedule?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK then I will wait for the fax back.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.