AccountId: 011433970860
ContactId: ec7adea9-c113-406d-9b0d-30328ad72d85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297339 ms
Total Talk Time (AGENT): 51541 ms
Total Talk Time (CUSTOMER): 176092 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ec7adea9-c113-406d-9b0d-30328ad72d85_20250519T15:13_UTC.wav
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[CUSTOMER][NEUTRAL] probably
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm, I'm out. Hi, how are you? Um, let's say right here. I'm calling Modern Touch Dental. I need to verify a patient's, um, insurance.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Um, I missed your name. What was that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm OK OK mhm yes, hello.
[AGENT][NEUTRAL] Hey, [PII], do you have the policy number of the patient?
[AGENT][NEUTRAL] Yeah, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, yes, so it's 02625526. Is it OK if um you just hold on just a moment?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alright thanks so much
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, so she needs to, um, we need to schedule your appointment for when Doctor [PII] comes back. Do you know exactly is that in the next two weeks or the week after, which is the [PII]? I wanna come in as soon as she's back. Alright, so that is the [PII] [PII], OK?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEGATIVE] I don't want the first point.
[CUSTOMER][NEUTRAL] Yes ma'am, just a moment.
[CUSTOMER][NEUTRAL] Alright, so let's do [PII], um, do you wanna come in for [PII]?
[CUSTOMER][NEUTRAL] What's the first one? Is it [PII]? [PII]. She has someone at [PII], so let's do [PII], OK? What's your last name?
[CUSTOMER][NEUTRAL] Alright, it's fine. [PII] Oh, you're [PII]. OK. Hi [PII]. I always see your name. I feel like I look alright. And what is the appointment for? Do you remember? Do you know?
[CUSTOMER][POSITIVE] Soft as well.
[CUSTOMER][NEUTRAL] I think she's putting a permanent tooth in and um retainers.
[CUSTOMER][NEUTRAL] OK, alright, so you're scheduled for [PII] on [PII], OK, alright, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, hello?
[AGENT][NEUTRAL] And your, the patient name and date of birth?
[CUSTOMER][NEUTRAL] All right, so the patient's name is, hold on.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hold on, let me just find the patient again.
[CUSTOMER][NEUTRAL] All right, so it's [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] And you have a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is this a PPO plan?
[AGENT][NEUTRAL] Uh yes, your network is Carrington.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] They don't have to use Carrington, but it's an option.
[CUSTOMER][NEUTRAL] OK and um.
[AGENT][NEUTRAL] Uh, looks like the policies effective [PII], and then I can send over a fax back that outlines everything, um, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, you, so we can do that and then if I have any additional questions I'll give you a call back. Um, our fax number is [PII].
[CUSTOMER][NEUTRAL] I mean [PII]. I'm so sorry.
[AGENT][NEUTRAL] OK, I'll get that faxed over just give me a few minutes.
[CUSTOMER][NEUTRAL] Alright, OK, and I have a question, hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, what is the coverage for, um, ours for root canal?
[AGENT][NEUTRAL] Uh, they don't have any pero coverage or Indo.
[AGENT][NEUTRAL] So no root canals.
[CUSTOMER][NEUTRAL] OK, so no so no indo coverage, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And what about exams? Is, um, he eligible for an exam?
[AGENT][NEUTRAL] Yes, there's no history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For exams and X-rays?
[CUSTOMER][NEUTRAL] Is it for exams and X-rays?
[AGENT][NEGATIVE] He has no
[AGENT][NEUTRAL] He has no history at all. He, he's not many claims on file.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, OK, alright, thank you so much and do you have the fax number once again it's [PII], OK?
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII] my bad.
[AGENT][POSITIVE] OK. OK. I'll get that faxed over. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[CUSTOMER][POSITIVE] OK thanks bye.