AccountId: 011433970860
ContactId: ebfcf746-c9b4-402f-ad26-804c272c162f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176960 ms
Total Talk Time (AGENT): 64519 ms
Total Talk Time (CUSTOMER): 111779 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ebfcf746-c9b4-402f-ad26-804c272c162f_20250103T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from a dental provider's office. I just want to see if you can verify any active coverage for a patient of ours.
[AGENT][NEUTRAL] OK, I can help you. And [PII], I can barely hear you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, OK, it, let's go 025.
[CUSTOMER][NEUTRAL] 64023
[AGENT][NEUTRAL] OK, thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And did you say you're calling on from a dental office?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, thanks. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK. Um [PII]
[CUSTOMER][NEUTRAL] And date of birth for him [PII].
[AGENT][POSITIVE] OK, thank you for that information. And how can I help you today?
[CUSTOMER][NEUTRAL] OK, yep, just wanna see if he has active dental.
[AGENT][NEUTRAL] OK, so I can get that information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is active. Would you like the schedule faxed over?
[CUSTOMER][POSITIVE] That's perfectly fine, sure.
[AGENT][NEUTRAL] Oh, OK, and I don't show any history for him. um, what's your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and do you wanna know what information is on the schedule?
[CUSTOMER][NEUTRAL] Um, well, we had, um, one of the other children in in mid December, but I do show that's a calendar year policy, so if nothing changed, uh, we should have the benefits. I just wanted to check the facts and see if there were any changes, um, from.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, it's the same policy, so the schedule would be the same.
[CUSTOMER][NEUTRAL] OK, alright, that's fine. And then I do have to ask on one screen we do show having the 0 in front of the ID and the other it's dropped. How do you guys prefer that build using the 0 at the beginning?
[AGENT][NEUTRAL] OK, for some reason you're fading away.
[CUSTOMER][NEUTRAL] OK, do you use the 0 ring at the beginning of the ID?
[AGENT][NEUTRAL] Yeah, enter 02564023.
[CUSTOMER][NEUTRAL] OK, yeah, on one screen we had it dropped, so I just wanted to make sure.
[AGENT][NEUTRAL] Now, if we were to receive it without the 0, that's fine. We could still locate the policy without it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, wasn't sure if that was pertinent, so alright, that's all, thank you.
[AGENT][NEUTRAL] OK. Any, any other questions, [PII]?
[CUSTOMER][POSITIVE] No, you've been a great help. Have a great Friday.
[AGENT][POSITIVE] You're welcome, [PII]. Same to you. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, thanks. Mhm. Bye-bye. Yup.