AccountId: 011433970860
ContactId: 07c68ba9-e5a5-41df-94e1-acb18a387df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165169 ms
Total Talk Time (AGENT): 53629 ms
Total Talk Time (CUSTOMER): 74423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/07c68ba9-e5a5-41df-94e1-acb18a387df9_20250219T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Fort Worth Children's Dentistry, and I spoke with [PII] earlier and got a fax back of my patient's benefits. I just have a couple specific questions about the information I received.
[AGENT][NEUTRAL] OK [PII], I can help you with um the benefit questions. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, absolutely, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have policy number. I have 02558126.
[CUSTOMER][NEUTRAL] And then we'll do Aden Duncan 61 2012.
[AGENT][NEUTRAL] OK, let me look up the policy real quick.
[CUSTOMER][POSITIVE] You're good take your time.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, I've got the policy pulled up now. What are the questions that you may have?
[CUSTOMER][NEUTRAL] I didn't know if this policy has a group name or group number or is it an individual policy. I wasn't familiar with this plan in the first place. I didn't know.
[AGENT][NEUTRAL] Yes ma'am, um, it does have a group number let me give that to you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] It's 1, it's 14774.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is Universal Train Keenan Advantage.
[CUSTOMER][NEUTRAL] OK, Universal, what was the second word and then Keenan advantage.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What was after universe there was there a word after that?
[AGENT][NEUTRAL] It's Keenan, K E N A N.
[AGENT][NEUTRAL] Advantage.
[CUSTOMER][POSITIVE] OK, advantage. OK, so Universal Keenan advantage.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, I thought you had said a different, uh, 1/4 word so so I wanted to make sure perfect. And then let me see if I had anything else. I think everything else made sense. She already told me about the waiting period, so I think that might be it. So perfect. That is what I need. I appreciate all your help, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, you're very welcome, [PII]. I hope you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.