AccountId: 011433970860
ContactId: 1767daf6-3b36-43f7-bd0b-4015fb21e39a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278040 ms
Total Talk Time (AGENT): 106012 ms
Total Talk Time (CUSTOMER): 84695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1767daf6-3b36-43f7-bd0b-4015fb21e39a_20250304T20:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Airlines. How are you doing today?
[AGENT][NEUTRAL] Uh, fine. And I'm sorry, you say your name is [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, and [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I have a patient. Could you please help me with the dental benefits?
[AGENT][NEUTRAL] Sure, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, it's 022-04158.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, sure. The patient is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, um, see, I'm showing her effective date is [PII]. She is active on the policy, and I just need a general breakdown of benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Yeah, uh, just provide me the group number first. I'll just check whether it's, uh, existing or.
[AGENT][NEUTRAL] Uh, group number is 70,030.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, uh, is the fax pack, uh, contains the histories and the quote frequency and the percentage for the quotes.
[AGENT][NEUTRAL] It has a percentage, the frequency but not history. And let me see if this insured has used her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and as far as history,
[AGENT][NEUTRAL] Oh, I pay for that one. give me one moment. I've shown her last cleaning was [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her last bite wing was [PII].
[AGENT][NEUTRAL] And last exam.
[AGENT][NEUTRAL] And I don't show a history of FMX or Pan.
[CUSTOMER][NEUTRAL] And there are no histories for exams, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, there are no histories for exams also, right?
[AGENT][NEUTRAL] Uh, last exam was [PII].
[CUSTOMER][NEUTRAL] Uh, it's the same date, OK.
[CUSTOMER][NEUTRAL] And also could you please check for the Per maintenance 4910.
[AGENT][NEUTRAL] It's not covered under the policy. The policy doesn't cover any major services and that includes endontics, periodontics, oral surgery, or prosthetic repair.
[CUSTOMER][NEUTRAL] So it uh only coverage our preventative and uh basics, right?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][POSITIVE] OK, thank you. And.
[CUSTOMER][NEUTRAL] Yeah, uh, I'll just provide you the call like fax back number. Could you please, uh, send me the fax?
[AGENT][NEUTRAL] OK, and what is that, uh, give me a moment. What's the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, give that to me one more time. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 1816.
[AGENT][NEUTRAL] 1816. OK, I will send this off to you in a few moments. Uh, is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah, uh, just a plant. Is it a PPO plan or a copay plan?
[AGENT][NEUTRAL] Uh, neither. It's just a limited group dental plan.
[CUSTOMER][POSITIVE] Sure, thank you so much for the information and could you please provide me the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, sure, thank you so much for the information have a great day bye for now.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.