AccountId: 011433970860
ContactId: db670e8a-853c-4902-aec7-cc88707266e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413989 ms
Total Talk Time (AGENT): 75297 ms
Total Talk Time (CUSTOMER): 77745 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/db670e8a-853c-4902-aec7-cc88707266e4_20250417T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have a patient that I need to verify benefits for and was hoping to get an email, uh, faxed back.
[AGENT][NEUTRAL] OK, I can help you with the fax back for benefits, Ms. [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mint dentistry and the doctor is [PII]
[AGENT][NEUTRAL] OK, and then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII], policy number 02585605.
[AGENT][POSITIVE] OK, let me look that up. Thank you.
[CUSTOMER][NEUTRAL] It's the member ID I have.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII], and if you can give me your fax number, I'll send you that fax back with the benefit breakdown.
[CUSTOMER][NEUTRAL] OK, we have had trouble with faxes coming through from you guys before. Um, can I get an email?
[AGENT][NEUTRAL] Yes, what's your email address?
[CUSTOMER][NEUTRAL] We've had
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I get this email together for you and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that email on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, perfect. Um OK. So hopefully.
[CUSTOMER][NEUTRAL] Um, will history show up on it and um if max and deductible have been used?
[CUSTOMER][NEUTRAL] Today
[AGENT][NEUTRAL] Uh, let me, let me check the history. There's no history to show, um, they've not used their policy yet.
[AGENT][NEUTRAL] And let me check the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Be the max.
[AGENT][NEUTRAL] They still have their deductible and their maximum left, deductible left to pay and maximum left.
[CUSTOMER][POSITIVE] OK, perfect
[CUSTOMER][POSITIVE] Perfect. OK, and the email just popped through. OK, thank you so much for your help. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you bye bye.