AccountId: 011433970860
ContactId: c9067b0d-1d03-4343-8eb1-012af78d4803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128020 ms
Total Talk Time (AGENT): 60190 ms
Total Talk Time (CUSTOMER): 57612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c9067b0d-1d03-4343-8eb1-012af78d4803_20250211T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was hoping to get a benefit breakdown for my patient.
[AGENT][NEUTRAL] OK. I verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Let me, I just clicked it off there. I clicked away from my image. Let me go back.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Come on PDF, uh, policy number is 058.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, 02587044.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Esparza Skin.
[CUSTOMER][NEUTRAL] It's a long one and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you just need a general breakdown of their dental benefits or we can send it back back?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Do you have a fax back?
[AGENT][NEUTRAL] Uh, yes, we can send a fax back.
[AGENT][NEUTRAL] Uh, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can send this off to you in a few moments, uh.
[CUSTOMER][NEUTRAL] Will it give me like everything like where to send the claims and the.
[AGENT][NEUTRAL] Yes, it'll be the fax number, payer ID, mailing address to submit claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, I'll wait then.
[AGENT][NEUTRAL] Uh, let's see. OK. Um, just make sure I get the right one sent to you. OK, I'll send this off to you in a few moments. Uh, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK great thanks so much.
[CUSTOMER][NEUTRAL] I don't think so. I think that's it thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.