AccountId: 011433970860
ContactId: d84b6a8e-65a9-4d46-a1bd-84fb1fc7ac7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140830 ms
Total Talk Time (AGENT): 39480 ms
Total Talk Time (CUSTOMER): 55349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d84b6a8e-65a9-4d46-a1bd-84fb1fc7ac7b_20250616T20:29_UTC.wav
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[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] Thanks for calling APL this is.
[CUSTOMER][POSITIVE] Thank you for doing those forms online.
[CUSTOMER][POSITIVE] I'll be right out for you. Hi, sorry about that.
[AGENT][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] Um, I am calling to see if I can verify dental benefits on a patient, please.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Hey, [PII], I can verify dental benefits for you. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, give me just one second here to pull it up. I just had to switch my screen.
[CUSTOMER][NEUTRAL] OK, I have 02584657.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Yeah, it looks like the policy is effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines the coverage, uh, with the codes, frequency and duration, um, unless there's something you need to go over on the phone.
[CUSTOMER][POSITIVE] Uh, no, a fax would be fantastic.
[AGENT][NEUTRAL] OK, and what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII]
[CUSTOMER][NEUTRAL] Um, oh, I just have one quick question, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh go ahead.
[AGENT][NEUTRAL] I'm just gonna repeat it back. [PII].
[CUSTOMER][NEUTRAL] Yes, yep, um, what the schedule, um, do you guys follow?
[AGENT][NEUTRAL] Uh, this is just based on what's reasonable and customary. They do have access though to Carrington as a network. They don't have to use them, but that is an option.
[CUSTOMER][POSITIVE] Got you. OK, alright, perfect. I'll just watch for that fax. I appreciate your help.
[AGENT][POSITIVE] Thank you for calling [PII]. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.