AccountId: 011433970860
ContactId: f13bd89d-4e8e-4b56-b114-b1dd9f284f46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477209 ms
Total Talk Time (AGENT): 128526 ms
Total Talk Time (CUSTOMER): 95273 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f13bd89d-4e8e-4b56-b114-b1dd9f284f46_20250312T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from dental provider office. How are you today?
[AGENT][POSITIVE] I'm doing good and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh my name is [PII], spelled like [PII].
[AGENT][POSITIVE] Great OK thank you.
[AGENT][POSITIVE] I'm doing well today, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, actually, I'm looking for my patient eligibility and benefit verification. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with that. Um, may I please get your call back number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Mhm. And the callback number is [PII]. There is no extension and the facility's name is My Plus Dentistry.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII]. And the policy number is
[CUSTOMER][NEUTRAL] 02356199
[AGENT][NEUTRAL] OK, and let me repeat the policy number 023561999.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, I'll look that up real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, looking at the policy.
[AGENT][NEUTRAL] [PII] has an active policy, and the effective date is [PII].
[CUSTOMER][NEGATIVE] Your voice is breaking out there. I can't hear you properly.
[AGENT][NEUTRAL] OK, the policy is active and the effect the policy is active and the effective date is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the patient dental maximum deductible any use amount in that?
[AGENT][NEUTRAL] Uh, I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] What is the patient individual maximum deductible and use amount in that?
[AGENT][NEUTRAL] Oh, OK. Yes, sir. Let me look for you real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The patient and this is verified benefits, it's not a guarantee of payment. The patient has a $1500 a year maximum with a $50 deductible and the deductible is left to be paid and the maximum is still uh full and has not been used.
[CUSTOMER][NEUTRAL] OK. Uh, OK, I have some quotes. Could you please help me that the pre and coverage of these quotes.
[AGENT][NEUTRAL] OK, if you will give me your fax number, I'll send you a fax back that has uh the benefits and the schedule with all the codes that we pay for.
[CUSTOMER][NEUTRAL] Uh, OK. The fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I pull up um the fax for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm. OK. What is the group name and group ID?
[AGENT][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking for you, sir. The group number is 13003.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's Universal Trucking Wall Street Systems.
[CUSTOMER][NEUTRAL] OK, got it. OK. And how much time to take, uh, break down, get it?
[AGENT][POSITIVE] It's on its way to you. It should be there shortly.
[CUSTOMER][NEUTRAL] OK, got it. OK, got it. Thank you. OK, could you put your name on the card reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And you can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] OK. OK. OK, [PII], thank you for your assistance. Have a nice and wonderful day, and you have.
[CUSTOMER][POSITIVE] Good day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL you have a good day also. You take care.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but.
[AGENT][NEUTRAL] But