AccountId: 011433970860
ContactId: 07b89478-dcfb-4829-8380-20e407bcf4ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129119 ms
Total Talk Time (AGENT): 74112 ms
Total Talk Time (CUSTOMER): 39792 ms
Interruptions: 0
Overall Sentiment: AGENT=3.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/07b89478-dcfb-4829-8380-20e407bcf4ad_20250207T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to get dental benefits for a patient, please.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name's [PII] and the number is 02385358.
[AGENT][NEUTRAL] All right, [PII]. Thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, [PII], thank you for all that information. Uh your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, it is [PII] 331-86.
[AGENT][NEUTRAL] Alright, thank you for that information, [PII]. Looks like [PII] is the insured on this dental plan to show the original effective date is [PII]. patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want that back back a benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, is there still, is there a waiting period on this policy?
[AGENT][NEUTRAL] There's a 12 month waiting period, but he's already surpassed that as of [PII], so he's OK.
[CUSTOMER][NEUTRAL] OK, yeah, if you could fax it because we just have it but he still has a waiting period.
[AGENT][NEUTRAL] OK, yes, ma'am. Go ahead give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], I'm gonna repeat that fax number back, make sure I'm keying this in correctly. That's area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, you should have this backpack of benefit in just a couple of minutes, [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Um, yeah, will it have frequency and everything on that fax?
[AGENT][POSITIVE] Yes, ma'am, it will.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][POSITIVE] Yes, ma'am. OK, [PII], well, thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you