AccountId: 011433970860
ContactId: 1b91c13e-50b6-4620-9d17-fbc3192e0aeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168979 ms
Total Talk Time (AGENT): 74781 ms
Total Talk Time (CUSTOMER): 58967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1b91c13e-50b6-4620-9d17-fbc3192e0aeb_20250407T21:55_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][NEUTRAL] Good. I am calling on a uh mutual patient and trying to get dental benefits faxed over to me.
[AGENT][NEUTRAL] Yes, I can help with that. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 00603953
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And uh let's see.
[AGENT][NEUTRAL] OK, it does look like they have a policy that went into effect on [PII] that is active.
[AGENT][NEUTRAL] Um, let me just check here about the benefits. Now, normally these have $1000 for calendar year as the maximum. It's just a verification of the benefits, not a guarantee of payment. I have a fax back that I can send to you if you would be interested or is there anything in particular I can tell you about this dental policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess is it gonna include the fees on there?
[AGENT][NEUTRAL] Yes, uh, these, uh, policies pay a flat rate benefit and so it will give you the exact amount for everything that is, uh,
[AGENT][NEUTRAL] Uh, that is covered on the um policy.
[CUSTOMER][NEUTRAL] OK, and I was just making sure because I don't think we've gotten like an update since last year or the year before so it's just, you know, that way if any fees have increased or anything like that.
[AGENT][NEUTRAL] Oh, nothing. Yeah, nothing at all has changed. It will be, if you have the, our, our facts back from a year ago or or 2 years ago, it's exactly the same.
[CUSTOMER][NEUTRAL] OK, is there any way you still send that over to me?
[AGENT][POSITIVE] Absolutely. What is your fax number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3260.
[AGENT][POSITIVE] OK, I will take care of that and send that to you. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, nope, I believe that is all.
[AGENT][NEUTRAL] OK, sure, I'll have this for you in just a moment. Um, if you have any questions, my name is [PII] and I we'll use my name and today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thanks for contacting us if you have a good day.