AccountId: 011433970860
ContactId: ea4482eb-9316-4a96-8b5b-2902d5e3b7b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507200 ms
Total Talk Time (AGENT): 103918 ms
Total Talk Time (CUSTOMER): 78954 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ea4482eb-9316-4a96-8b5b-2902d5e3b7b1_20250131T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I was calling from a provider's office needing help. Um, wanted to know if our providers in network with your company.
[AGENT][NEUTRAL] OK. I can check um the policy and see what type of policy is it. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, and you're calling um from which um facility or provider?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] OK, um, what is the name, like, um, family care or what's the name of the facility?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] Dinel?
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 5020.
[CUSTOMER][NEUTRAL] 835.
[AGENT][NEUTRAL] OK, let me try this.
[AGENT][NEUTRAL] Hm, that's too many numbers. Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, um, let me have the numbers in the card. Yeah um I think gave me a probably a number or too too much.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Um, um, on the card it says 02502835.
[AGENT][NEUTRAL] Wade, OK, let me take that off. OK, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, thank you. All right, Ms. [PII], with this particular dental policy, um, there is no network. We pay on the usual and customary rates. They can choose to go to the dentist they would like to go to.
[CUSTOMER][NEUTRAL] Does this happen to be like a accidental insurance?
[AGENT][NEUTRAL] No, this is a dental insurance.
[CUSTOMER][NEUTRAL] And it is
[CUSTOMER][NEUTRAL] Uh, PPO or HMO plan? Or it doesn't? OK.
[AGENT][NEUTRAL] Commercial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Am I able to get a fax back on the member's eligibility and the benefits?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, yes, I can send you a fax back. What is the fax number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's going to be 2 and 4.
[CUSTOMER][NEUTRAL] 3871004
[AGENT][NEUTRAL] OK, [PII] to your attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] 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 being patient for me, 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, OK
[CUSTOMER][NEUTRAL] No that should be all for today.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Mr.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.