AccountId: 011433970860
ContactId: e74974b4-4cdb-43ff-8d0a-0839dceffaa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139970 ms
Total Talk Time (AGENT): 81267 ms
Total Talk Time (CUSTOMER): 39843 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e74974b4-4cdb-43ff-8d0a-0839dceffaa7_20250320T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a provider's office. I would like to request a fax of a patient's breakdown.
[AGENT][POSITIVE] OK, [PII], I will be glad to help you. Go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Is that the phone are you asking for the phone number? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am. I did need that as well, but go ahead now and give me a good policy number.
[CUSTOMER][NEUTRAL] It is 01666203.
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Let me get that pulled up. Let's see.
[AGENT][NEUTRAL] All right, I have it pulled up. What's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like [PII] is a dependent spouse on this dental plan to show the original effective date. It's [PII]. Patient is current and active, but I must advise that uh coverage. I'm sorry, that verification of coverage is not a guarantee of payment on a claim, but you did say you want to fax back a benefit, correct?
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, good fax number, [PII].
[CUSTOMER][NEUTRAL] The tax I mean the fax ID is [PII].
[AGENT][NEUTRAL] Alright [PII], I'm gonna repeat that fax number back and make sure that I'm keying this in correctly. That fax number is [PII]. Was that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] All right, you should have this very detailed factack of benefits gonna tell you have code covered and how it is covered in just a couple of minutes. Now, it will have everything on it. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's pretty much about it, thank you so much.
[AGENT][POSITIVE] All right. Well, you're so welcome and thanks for calling APO. You have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.