AccountId: 011433970860
ContactId: e520c492-a75d-42c2-8b88-84a2de0ab6be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490230 ms
Total Talk Time (AGENT): 124139 ms
Total Talk Time (CUSTOMER): 72991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e520c492-a75d-42c2-8b88-84a2de0ab6be_20250203T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I need to get some assistance on a dental breakdown.
[AGENT][POSITIVE] OK, sure. I can assist you with dental break now. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] It's [PII]. That's correct.
[AGENT][NEUTRAL] OK, and where are you calling from?
[CUSTOMER][NEUTRAL] Louisiana Dental Center.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 608-796
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, the date of birth, uh, can you verify the date of birth one more time?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, let me double check.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][POSITIVE] That sounds better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And um you need the a breakdown of benefits uh given to you verbally or you need a fax back?
[CUSTOMER][NEUTRAL] Well, is it the same as last year? Does he still have option A?
[AGENT][NEUTRAL] Um, let me check. I believe so. It doesn't look like it's changed any, um, yep, it's your option.
[CUSTOMER][NEUTRAL] OK, the only thing I, yeah, I'm I'm gonna need to fax it because your prices might have changed since last year.
[AGENT][NEUTRAL] I don't believe it changed, but I can go ahead and still send it. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Um, do you mind holding for me while I send this out to you right now while I got you on the line?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[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 and patient for Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, is he gonna have any history we need to be concerned with?
[AGENT][NEUTRAL] Um, the history is not on the facts back. Um, let me check, check and see if there's any history here. Um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Ohh, OK, let me.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Let me check. It looks like he has not used his benefits since [PII], but let me double check, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm, yep, he has not used his benefits till since [PII], since [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that is it. Oh, real quick, is the same mailing address and everything, same payer ID, nothing's changed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nothing's changed. Um, if there's any changes, it's gonna be on that new, new, new fast back. I'm sorry, um, but, um, if you have the [PII] address, that is the correct address. If you have the [PII], that is the right electronic payer ID, but it is gonna be on the fax as well, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][POSITIVE] OK, 0, OK, great, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No that is it thank you have a good week.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.