AccountId: 011433970860
ContactId: e34975be-0a52-4ae0-acbc-8d208be0b3b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318019 ms
Total Talk Time (AGENT): 93154 ms
Total Talk Time (CUSTOMER): 92823 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e34975be-0a52-4ae0-acbc-8d208be0b3b0_20250402T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I guess I was trying to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Our number here is [PII], and this is Plaza Family Dentistry located at [PII].
[AGENT][NEUTRAL] Thank you very much, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name of the patient is [PII]. Her birthday is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 02579763.
[AGENT][NEUTRAL] OK, can you repeat the policy number?
[AGENT][NEUTRAL] Time
[CUSTOMER][NEUTRAL] Yes, it is, sure, it's 025.
[CUSTOMER][NEUTRAL] 79763.
[AGENT][NEUTRAL] OK, I, I just got said that our phone had a glitch. I'm sorry, 257 and then what was after that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so a 0 is a very beginning number, so 02579763.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you repeating that for me.
[CUSTOMER][NEUTRAL] Hm?
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy and her effective date of this policy is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I can send you a fax back with her benefit breakdown and fee schedule, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, and is she in, uh, network, is there a network attached like, um, like her fee schedules it through like connection dental or?
[AGENT][NEUTRAL] Right, no, the fee schedule is UCR and they can use anybody they want to.
[CUSTOMER][NEUTRAL] OK, um, yes, our fax number is 816-531.
[CUSTOMER][NEUTRAL] 8002.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 816511 you said?
[CUSTOMER][NEUTRAL] Uh, no, it's 531.
[AGENT][NEUTRAL] 31. OK. 531-8002. OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sure. OK. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK great can I have a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK great thank you so much [PII].
[AGENT][POSITIVE] You're very welcome. You have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, you take care. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.