AccountId: 011433970860
ContactId: d46db2a6-e1ee-44db-82ac-0b95aaf372aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123160 ms
Total Talk Time (AGENT): 52401 ms
Total Talk Time (CUSTOMER): 47057 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d46db2a6-e1ee-44db-82ac-0b95aaf372aa_20250402T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Mint Dentistry.
[CUSTOMER][NEUTRAL] And I'm trying to determine if my patient has dental benefits with you guys and if I if possible to get a fax of those.
[AGENT][NEUTRAL] And yes
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh yes, it is 026-08226.
[AGENT][NEUTRAL] And please verify your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Destiny Fears date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and the policy is still active. And for a fax back of benefits, what's your fax number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, well, the facts have all the information as far as like coverage and waiting periods and all of that on it?
[AGENT][POSITIVE] Yes, ma'am, it does.
[CUSTOMER][POSITIVE] OK, perfect, and that's all I need.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm