AccountId: 011433970860
ContactId: 1f6537a9-67aa-425c-bcf1-cc09547dcdbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131270 ms
Total Talk Time (AGENT): 40601 ms
Total Talk Time (CUSTOMER): 47480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1f6537a9-67aa-425c-bcf1-cc09547dcdbd_20250219T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Redwood Dental here in [PII].
[AGENT][NEUTRAL] [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I have the policy number you're calling in regards to?
[CUSTOMER][NEUTRAL] 02580906
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you [PII], for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I have a few codes here that I needed the um.
[CUSTOMER][NEUTRAL] The uh percentage for?
[AGENT][NEUTRAL] OK, now would you like for the fax back to be submitted over to you?
[CUSTOMER][NEUTRAL] Um, I got that already, but the, the codes that I need are not on here.
[AGENT][NEUTRAL] OK, normally if the code is not on there, it's not covered.
[CUSTOMER][NEUTRAL] OK, so crowns are not a covered benefit under this policy?
[AGENT][NEUTRAL] No, I don't see the description of any type of crowns listed on here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I do see the fax it shows um.
[CUSTOMER][NEUTRAL] Uh, where is it at? Uh, uh, um, preventative, um, and basic services.
[CUSTOMER][NEUTRAL] Is there any major services covered?
[AGENT][NEUTRAL] The category of expenses shows the benefits that applies to this policy. If there's no major surgery listed, it's not covered.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.