AccountId: 011433970860
ContactId: 0551a77e-1b65-4337-af1c-2e1358ac61c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163679 ms
Total Talk Time (AGENT): 73175 ms
Total Talk Time (CUSTOMER): 81995 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0551a77e-1b65-4337-af1c-2e1358ac61c9_20250103T14:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I'm going to check dental benefits on this policy.
[AGENT][POSITIVE] Yeah, I'd love to help you with some dental benefits today. Can I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you, Miss [PII], and the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, 01641196.
[AGENT][NEUTRAL] All righty. So while I'm getting that policy pulled up, do you mind if I also get a good callback number from you?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Wonderful, thank you. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful thank you so much and are you wanting me to send you a fax pack of benefits with the full breakdown on it for you?
[CUSTOMER][POSITIVE] Yes, that would be great. Um, so, um, I've never heard of American Public Life for dental, um, so this does have dental on it.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] This is a dental policy, yes, ma'am.
[CUSTOMER][NEUTRAL] OK and um do they have to go to an in-network provider?
[AGENT][NEUTRAL] No, we don't have a network. They're welcome to use anybody as long as they're licensed.
[CUSTOMER][NEUTRAL] OK and um how do you all, are you on a uh fee schedule or do you pay the patient or provider or?
[AGENT][NEUTRAL] Yeah, so we do pay and we have the fee schedule listed in the fax back for you.
[CUSTOMER][NEUTRAL] On the fax back, OK, perfect. Alright, so then we'll just whatever you take and then we just adjust our fees to that and then the patient will be responsible for OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, this policy.
[AGENT][NEUTRAL] This policy is based off of the usual and customary rate.
[CUSTOMER][POSITIVE] OK, alright, OK, uh, yes, if I could get that fax back that would be great.
[AGENT][POSITIVE] Perfect and do you want that made attention to yourself my friend?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Do you want me to make that fax attention to you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, there's only 2 of us up front.
[AGENT][POSITIVE] Perfect and what's the number I wanna send that to you today, my friend.
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. [PII].
[CUSTOMER][NEUTRAL] Correct, uh huh, and his is his wife [PII] on there also?
[AGENT][NEUTRAL] His wife is, yes.
[CUSTOMER][POSITIVE] OK perfect alright I'll look for that fax. I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure. I'll have that out to you in just a couple moments and then was there anything else I could do for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alrighty well you have such a wonderful day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] My pleasure. You take care. Bye-bye.