AccountId: 011433970860
ContactId: d4d625f5-7b40-4de0-a987-8f50e4ef6c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343049 ms
Total Talk Time (AGENT): 90774 ms
Total Talk Time (CUSTOMER): 81504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/d4d625f5-7b40-4de0-a987-8f50e4ef6c5e_20250411T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from a dental office. I'm needing to verify a patient's dental benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. May I please get your callback number and the name of the dental office you're calling from, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it is Little Rock Family Dental Care.
[AGENT][POSITIVE] OK, thank you. I appreciate you giving me that information. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ID number 4288048125.
[CUSTOMER][NEUTRAL] I'm sorry, I told you that wrong. It's 428.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] 048125
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] That number is very long for one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Let's see, let me go into his folder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Let's try um 016.
[CUSTOMER][NEUTRAL] 382-21.
[AGENT][POSITIVE] OK, that sounds better. Let me look that one up.
[AGENT][NEUTRAL] OK, I have him pulled up now and I do show that Andre does have an active policy with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If you can give me your fax number, I can send you a fax back with this benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] Perfect, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you spell your name, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] Perfect and can you tell me, does he have a history of an FMX?
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] And what is the procedure code for the FMX?
[CUSTOMER][NEUTRAL] 0210.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not showing that he's had an FMX done.
[CUSTOMER][POSITIVE] Perfect. All right, that'll do it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's gonna be it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you you have a good day too.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Alright bye.