AccountId: 011433970860
ContactId: 1bf1cb7b-7764-401e-8159-9f8c53dc2671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155399 ms
Total Talk Time (AGENT): 84068 ms
Total Talk Time (CUSTOMER): 54848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/1bf1cb7b-7764-401e-8159-9f8c53dc2671_20250411T12:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling to get, uh, dental benefits and eligibility for a patient of ours.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Uh, that would be 02365856.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh his name is [PII] is the last name uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that would be [PII].
[AGENT][NEUTRAL] All right, thanks for that information, [PII], and we're checking eligibility dates and then dental benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would you like to schedule fax to you?
[CUSTOMER][POSITIVE] Yes, yes please.
[AGENT][NEUTRAL] And that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. So I show the effective date is [PII]. Um, I do show the policy is active, um, at this time, and I don't show any benefits used.
[CUSTOMER][POSITIVE] OK, are you ready? I'll thank you.
[AGENT][NEUTRAL] Um, at this time for [PII].
[AGENT][NEUTRAL] Um, the schedule of benefits will include.
[AGENT][NEUTRAL] The calendar, your max and deductible information, uh, the frequencies, uh, common limitations, the exclusions, and then the claiming's mailing address, payer ID number, and fax number. Also, each procedure code that's covered under this plan will be listed as well. So it's gonna be about 56 pages maybe including the cover page, and you should receive it within the next um 2 to 5 minutes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] No ma'am I appreciate it that was it.
[AGENT][POSITIVE] All right, [PII], we'll get that information faxed over to you and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Uh, you're you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.