AccountId: 011433970860
ContactId: 09b12823-fa64-49b9-abb3-ab0ab42d4590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242070 ms
Total Talk Time (AGENT): 66750 ms
Total Talk Time (CUSTOMER): 71400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/09b12823-fa64-49b9-abb3-ab0ab42d4590_20250528T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, so I have a question about my dental, my
[CUSTOMER][NEUTRAL] plan about my dental, uh,
[CUSTOMER][NEUTRAL] I wanted to know how much it covers when it comes to the oral surgeries and stuff like that.
[AGENT][NEUTRAL] OK. Uh, what?
[CUSTOMER][NEUTRAL] I'm with a company called TRC.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] My phone number?
[AGENT][NEUTRAL] No, ma'am, the policy number?
[CUSTOMER][NEUTRAL] What policy number?
[AGENT][NEUTRAL] You're saying you're calling to verify benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so do you have a policy with our company or do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't know about no policy number.
[AGENT][NEUTRAL] OK, and your name is again?
[CUSTOMER][NEUTRAL] I see that's all.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your mailing address and the email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you need the zip code?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] [PII] all lower case.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] With two [PII]'s.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Can you repeat that to me, um, if you don't mind.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, you said [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's it.
[AGENT][NEUTRAL] Let's see. OK, it shows the dental policy you have with our company, um, not a guarantee of payment, just a verification of coverage. The max benefit payable is up to $500 per calendar year.
[CUSTOMER][NEUTRAL] Does it cover the oral surgery or no?
[AGENT][NEUTRAL] Oral surgery or any other major services not covered.
[CUSTOMER][POSITIVE] Alrighty, that's all I need to know. Thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL have a great day.