AccountId: 011433970860
ContactId: 16e8e8c6-a86c-4ea3-97f1-571274591242
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685460 ms
Total Talk Time (AGENT): 108623 ms
Total Talk Time (CUSTOMER): 125100 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/16e8e8c6-a86c-4ea3-97f1-571274591242_20250205T17:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from rental provider office. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm also fine, thank you so much for asking. I'm looking for dental benefit.
[AGENT][NEUTRAL] OK, sure, I can assist you with dental benefits, and can I have the spelling of your name?
[CUSTOMER][NEUTRAL] So uh asking for?
[AGENT][NEUTRAL] The spelling of your name?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, my spelling of name is [PII]
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And may I have um where are you calling from, Mr. Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm calling from the uh smiley and center.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Your phone is breaking up. Can you repeat?
[CUSTOMER][NEUTRAL] Yeah. Can you hear me now?
[AGENT][POSITIVE] I can hear you now better, yes.
[CUSTOMER][NEUTRAL] Hello. OK. Uh, I'm calling from the dental care.
[AGENT][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] May I have the patient's policy number Mister [PII]?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is 02408611.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that? Your phone got cut off.
[CUSTOMER][NEUTRAL] Can you know hello.
[AGENT][NEUTRAL] The, the date of birth. Can you repeat the date of birth?
[CUSTOMER][NEUTRAL] So the, yes, the date of birth is [PII].
[AGENT][NEUTRAL] OK, got it now. Thank you. OK, and you need this dental um breakdown given to you verbally or faxed over to you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, could you provide me the facts for the copy of this benefit?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To your attention.
[CUSTOMER][NEUTRAL] With my name [PII]
[AGENT][NEUTRAL] OK, thank you. OK, let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for missing. OK, I went ahead and send that over. Um, have you received that or?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I just read I check.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, please, please wait for a while.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I said, please wait for a while.
[AGENT][NEUTRAL] Please be far away. I'm not sure what you're saying.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. Uh, could you please verify me the group name and group number for this business plan?
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] The group name is Universal Trucking Hirschback.
[AGENT][NEUTRAL] And the group number is 16068.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you please verify that is there a waiting period for this patient plan and missing tooth cloth?
[AGENT][NEUTRAL] There is a missing tooth cloth. The waiting period is a 12 month waiting period from the date of the policy, and this one is out of the waiting period.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Is there any downgrade for the crowns or filling?
[AGENT][NEUTRAL] No, we don't downgrade.
[CUSTOMER][NEUTRAL] And can all 4 calls done on the same day for SRP?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, and what's the reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that's all for today. Thanks for your assistance and bye for now. Have a good day.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Yeah