AccountId: 011433970860
ContactId: cd6129c3-81a8-407d-b06e-74ce2102710c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159410 ms
Total Talk Time (AGENT): 45850 ms
Total Talk Time (CUSTOMER): 34662 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/cd6129c3-81a8-407d-b06e-74ce2102710c_20250401T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Pearl Dental Group. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient policy number?
[CUSTOMER][NEUTRAL] 00613416
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and that's gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And did you say benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's not a guarantee of payment basic outline of the policy. So she is active [PII] and current.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh let me look at a different place.
[AGENT][NEUTRAL] Sorry, give me one moment, system's a little bit slow.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] OK, let's see here
[AGENT][NEUTRAL] Um, so this is based on a fee schedule. Can I send you a fax back or do you want me to go over like the frequency? OK.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yep, you can send a, you can go ahead and send a fax back and just to verify it is a $1000 annual max right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, whenever you're ready I can give you that fax number.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, give me just a moment, I'll send this your way.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye.