AccountId: 011433970860
ContactId: e58b44ef-4843-463f-900e-cecfcd03d98e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141240 ms
Total Talk Time (AGENT): 66703 ms
Total Talk Time (CUSTOMER): 60198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e58b44ef-4843-463f-900e-cecfcd03d98e_20250512T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] from Reservoir Smiles. I am trying to get a fax back for two patients, um, dental insurance.
[AGENT][POSITIVE] Alright, absolutely. Happy to help today, [PII]. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, let me check. It would be what I have on here is 00752479.
[AGENT][POSITIVE] All right. Thank you. Let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Alright, so the policy holder would be um [PII] first name and then last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then his date of birth is [PII].
[AGENT][NEUTRAL] All right, perfect. So patient is active. It looks like the effective date on the member's plan is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], what's the fax number to send the fax back to?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right. And then is the, uh, do you need benefits for both of the patients on this plan or is it a different plan?
[CUSTOMER][NEUTRAL] Yes, that would be the two. Yes, it would be the um the spouse, which would be um [PII], last name [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so [PII] is also active. They both have the same effective date of [PII].
[AGENT][NEUTRAL] And um the fax back I'll send, I can put uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can send you 2 if you need to. It's the same benefits for each. If you need to, I can send 2 though.
[CUSTOMER][NEUTRAL] Um, you can send one, we would just need kind of like their deductibles, um, and then the maximum, and then just, you know what services are covered.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, so that'll all be on the fax back and like I said, it's the same for both of them. So yeah, I'll go ahead and get that sent over. Just give me about 5 minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Um bye bye.