AccountId: 011433970860
ContactId: e581a8a7-16ed-494f-b4f3-f6b810c08cf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470119 ms
Total Talk Time (AGENT): 222215 ms
Total Talk Time (CUSTOMER): 190809 ms
Interruptions: 5
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e581a8a7-16ed-494f-b4f3-f6b810c08cf0_20250314T15:01_UTC.wav
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[CUSTOMER][NEUTRAL] They're uh
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. um, I'm trying to verify the dental eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I'd love to help you verify eligibility and benefits today for your dental patients, and do you mind if I quickly go ahead and snag a callback number?
[CUSTOMER][NEUTRAL] Yeah it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And that policy number?
[CUSTOMER][NEUTRAL] Uh, so they don't actually know it. I was wondering if we can maybe use the social to find it.
[AGENT][POSITIVE] Yes, I can search for that social for you um and I'm ready for that whenever you are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so the social for for the policy holder should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]? Is it? Yes, it's.
[CUSTOMER][NEUTRAL] I thought your wife is the policy holder, correct? Yes, you are OK, sorry about that, um, it's [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just bear with me for a moment or two while I search that for you, OK?
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Do you have, yes, do you have your hygiene appointment on July.
[AGENT][NEUTRAL] And what would be the policy holder's first and last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I mean, I'll just add them to the same day [PII].
[AGENT][NEUTRAL] OK, perfect, and we're looking for benefits for [PII], is that correct?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect. Would you be able to verify for me, pretty please, his date of birth?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect. [PII]. Thank you so much.
[CUSTOMER][NEUTRAL] And I was
[CUSTOMER][NEUTRAL] Yeah, and I was wondering if I could get a um fax back of that dental benefit breakdown.
[AGENT][POSITIVE] That is wonderful. So that is exactly what I was gonna offer you because ours is comprehensive and complete, so every procedure covered is on that fax back, um.
[CUSTOMER][POSITIVE] Fantastic.
[AGENT][NEUTRAL] And so I do show [PII] here is current and active. Um, I have his effective date is [PII], but he has had previous coverage with us if you need um that.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Um, that should be OK. Current coverage is all right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And let me see, we're wanting that fax back. Give me a moment to pull that up real quick, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Unless you wanna
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] Put it
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You won't, I'm gonna write them so y'all don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Call
[AGENT][NEUTRAL] Sorry, I, it just took me forever to pull up, um, but it's like loading now so it's, we're so close, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, no worries, thank you.
[CUSTOMER][POSITIVE] Yeah, take your time. Um, it's been a day.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Are you having a good day so far?
[AGENT][NEUTRAL] A day? OK, are you off tomorrow? Like is it like a Friday Friday for you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, girl, I wish.
[AGENT][NEUTRAL] Oh no. OK, we're almost there. You're, I don't know. Hopefully you're almost to like lunch or something.
[CUSTOMER][NEUTRAL] Um, almost there.
[CUSTOMER][NEUTRAL] Yeah, getting there, um, I don't know what time zone you're in. I have about 3 hours left until then.
[AGENT][NEUTRAL] OK, I'm central, so it's 10, but I also have 3 hours to my lunch, so.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK, yeah, it's EST for me. It is pie day. I don't think we're getting any pie.
[AGENT][NEUTRAL] It's pie day though.
[AGENT][NEGATIVE] Yeah, I is supposed to be magical. No.
[CUSTOMER][NEUTRAL] Yeah, I don't, we haven't gotten any pie yet. We did get donuts, but.
[AGENT][POSITIVE] OK, you know what? Well donuts are like, they're like not pies, but they're closed, they're circles, and they're sweet.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Can I help you today?
[CUSTOMER][NEUTRAL] They're technically pies, you know, without the crust and a little hole in the middle.
[AGENT][NEUTRAL] Yeah, without the cross.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I count that as a pie.
[AGENT][NEUTRAL] Yeah, see it's, it's all how you're looking at it.
[CUSTOMER][NEUTRAL] Exactly, it's all about perspective, but.
[CUSTOMER][POSITIVE] What about you've been having a good day so far?
[AGENT][POSITIVE] Um, yes, I have. Thank you for asking. It's like sunny and nice, and that's really mostly all I need in this life is just some sunshine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Exactly, exactly, yeah, weather is not too bad here either. I can't complain.
[AGENT][NEGATIVE] Yeah, I thought it was gonna be like awful today.
[AGENT][POSITIVE] But it's not so bad.
[CUSTOMER][NEUTRAL] Well I don't know where you guys are um.
[CUSTOMER][NEUTRAL] We're in uh [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so are you gonna get like the tornadoes and like thunder and crazy weather?
[CUSTOMER][NEUTRAL] Today? I sure hope not.
[AGENT][POSITIVE] Oh, OK, OK, OK. That's good.
[AGENT][NEUTRAL] Um, I guess I
[CUSTOMER][POSITIVE] It's very sunny right now, I hope not to jinx that.
[AGENT][NEUTRAL] We are supposed to get like.
[AGENT][NEUTRAL] Really crazy winds later on.
[CUSTOMER][NEUTRAL] Oh gosh, where are you guys located at?
[AGENT][NEUTRAL] I'm [PII] based.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the winds aren't very surprising then.
[AGENT][NEGATIVE] No, um, no, they're not, honestly, like it's nothing I don't think we can handle in this world, but it is still just a bummer.
[CUSTOMER][NEUTRAL] Yeah, at least neither of us have it as bad as [PII], right?
[AGENT][NEUTRAL] No, I know, and uh, you're right. OK, so I tried to fill this out, this fax back with his name and his policy number, but it's not saving. Can I give you his policy number and then fax the fax back to you without his name and effective date on it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that should be fine um do you need the fax number?
[AGENT][NEUTRAL] Yes, I will need that fax number and do you want it made attention to yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, that's fine.
[AGENT][NEUTRAL] I or Y?
[CUSTOMER][NEUTRAL] Uh, why?
[AGENT][POSITIVE] Why. Perfect. And what's that fax number, ma'am?
[CUSTOMER][NEUTRAL] It's gonna be 843.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 261.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and all their claims remittance information is on here for you. I'm hitting send on that fax right now and then let me give you his policy number for any claims you wanna file. I have it listed as 021.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0929.
[CUSTOMER][POSITIVE] Fantastic thank you so much I appreciate it.
[AGENT][POSITIVE] Hey, yes, it's my pleasure. Thank you so much for um calling us at APL and was there anything else you needed? I should have asked.
[CUSTOMER][NEUTRAL] Uh, no, that is all, as long as I got that fax coming through, we should be all right.
[AGENT][POSITIVE] Perfect. Well, you have such a wonderful day, Miss [PII]. Thank you so much.
[CUSTOMER][POSITIVE] Thank you, thank you for your kindness.
[AGENT][POSITIVE] Oh, it's my pleasure you have a great day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][POSITIVE] Alright, take care.
[AGENT][POSITIVE] Thanks.