AccountId: 011433970860
ContactId: 1df865fd-f41f-4b33-9cf2-74c3734bff81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149630 ms
Total Talk Time (AGENT): 69350 ms
Total Talk Time (CUSTOMER): 41718 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1df865fd-f41f-4b33-9cf2-74c3734bff81_20250605T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Barbie General.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You say your name is [PII]?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I was calling to get eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02624877.
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Awesome and patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] of this year, and he is showing as being active and you're needing benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, are you just needing general benefits or I can't send a fax back?
[CUSTOMER][NEGATIVE] Uh, fat back.
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes, and do you guys sell out of network?
[AGENT][NEUTRAL] Uh, we don't have a network. Um, the policy is open to where they can go to any dental provider or they can go to a care provider. We still pay according to the ECR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do you guys have a missing tooth louses?
[AGENT][NEGATIVE] Uh, there is a missing tooth cloth. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 122.
[AGENT][POSITIVE] OK, I'm sending this out to you right now. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Bye bye.