AccountId: 011433970860
ContactId: 123f0443-19c6-4650-bcd3-99d9af0ebe06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141250 ms
Total Talk Time (AGENT): 35917 ms
Total Talk Time (CUSTOMER): 63540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/123f0443-19c6-4650-bcd3-99d9af0ebe06_20250401T16:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to verify benefits for my patient [PII].
[AGENT][POSITIVE] I'd be happy to assist with benefits today, sir, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02594209.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and that is [PII].
[AGENT][POSITIVE] advised.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] is
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] breakfast
[CUSTOMER][NEUTRAL] Um, sorry, I can't hear you very well. Um, I am just looking to see if this is in or out of network and then get some benefits.
[AGENT][NEUTRAL] OK, um, so with this policy, there is no network, we can see any provider that they choose, and were you needing a fact that breakdown of the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, um.
[CUSTOMER][POSITIVE] Yes, if you could do that that'd be great.
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You should receive that in the next 10 minutes. Was there anything else I can?
[CUSTOMER][NEUTRAL] Um, does that show if we have a missing tooth clauses or any waiting periods on the policy?
[AGENT][NEUTRAL] Um, yes, there is no waiting period and there is no lock.
[CUSTOMER][NEUTRAL] There is a missing two clause?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Let's see, let me just make sure that I've got the claims address and everything, and this is the only uh dental that the patient is showing having, is that correct?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright um thank you very much that's all I needed.
[CUSTOMER][POSITIVE] Appreciate your time have a good day.
[CUSTOMER][NEUTRAL] Mm bye.