AccountId: 011433970860
ContactId: 1826f6a2-91ce-49ac-afb7-2489f10978d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243440 ms
Total Talk Time (AGENT): 63476 ms
Total Talk Time (CUSTOMER): 64585 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/1826f6a2-91ce-49ac-afb7-2489f10978d5_20250530T13:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check dental benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you. Give me one moment, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], uh direct line?
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] 02479073.
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy. And are you needing general breakdown of benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Uh, just a few questions like does this plan runs on the calendar year or contract year?
[AGENT][NEUTRAL] It is a calendar year policy.
[CUSTOMER][NEUTRAL] OK, can I get the group name and number?
[AGENT][NEUTRAL] One moment
[AGENT][NEUTRAL] Group number 24447.
[AGENT][NEUTRAL] Group name is Universal Trucking Open Force.
[CUSTOMER][NEUTRAL] Sorry, uh, universal trucking after that?
[AGENT][NEUTRAL] Open force.
[CUSTOMER][NEUTRAL] Open source. OK, one moment. Is there a waiting period or a missing tooth cloth?
[AGENT][NEGATIVE] There is a 12-month waiting period for major services and there is a missing tooth cloth.
[CUSTOMER][NEUTRAL] So is it 30 to 12 months?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I mean, is that the, uh, what is the effective date you said?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] I think that so much waiting already for the.
[AGENT][NEUTRAL] I'm sorry, I can't hear you. Your phone is breaking up. Say again.
[CUSTOMER][NEUTRAL] Yeah, uh, you said 12 months waiting fee for me, right? So is that satisfied? I think it's already satisfied.
[AGENT][NEGATIVE] Ma'am, I cannot understand what you're saying. Your phone is breaking up real bad.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello can you hear me now?
[AGENT][NEUTRAL] Ma'am, your phone is cutting in and out. You may have to call back.