AccountId: 011433970860
ContactId: 017ef1f7-f4dd-48f7-99fe-c859bffbaeef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170820 ms
Total Talk Time (AGENT): 81918 ms
Total Talk Time (CUSTOMER): 62566 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/017ef1f7-f4dd-48f7-99fe-c859bffbaeef_20250318T14:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see if this member, uh, has, uh, dental benefits.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number please?
[CUSTOMER][NEUTRAL] My name is [PII] and my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] So I have it looks like 02587845.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And you're calling for uh eligibility and benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I do show that this policy is active. It looks like it's been active since [PII]. Um, would you like to, uh, would you like a fax bag that breaks down all the benefits and gives you all the covered procedures?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Will that give me frequency codes and all that?
[AGENT][POSITIVE] Yes ma'am, it will.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And at this time, as far as frequency, uh, he has not used any of his benefits so all benefits would be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And it'll give me the max and all that um as well? OK, perfect.
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] And is this a PPO plan?
[AGENT][NEUTRAL] Uh, this is, uh, a non-contracted policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And would I be sending the uh fax to your attention?
[CUSTOMER][NEUTRAL] Yes, that's fine it's gonna come directly to um to me.
[AGENT][NEUTRAL] OK, and Deidre, what is that fax number?
[CUSTOMER][NEUTRAL] It is 409.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, I believe that will be everything, thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][POSITIVE] Thank you bye bye.