AccountId: 011433970860
ContactId: 21a9ff74-fb32-42b5-8c4f-989c9ce171e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202070 ms
Total Talk Time (AGENT): 48928 ms
Total Talk Time (CUSTOMER): 67801 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/21a9ff74-fb32-42b5-8c4f-989c9ce171e8_20250103T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] with Doctor [PII]. I'm trying to get some dental benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 00615325.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling up the policy.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And what is the patient's name and date of birth, [PII]?
[CUSTOMER][NEGATIVE] It's for [PII] so, um, man, I just got off of hers like an idiot.
[CUSTOMER][NEUTRAL] Ah, poo.
[CUSTOMER][NEUTRAL] I was thinking I already gave it to you so I got off at [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now, would you like the schedule of benefits faxed over to you?
[CUSTOMER][POSITIVE] Yeah, that'd be wonderful.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] preparing the document.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And would you like to know what's included on the schedule?
[CUSTOMER][NEUTRAL] Um, I think I still have it all if, if nothing's changed for this year, so, but if I, I can look at that and it should give me what I need.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's the same. Do you have a schedule already?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, is it gonna be option A?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, if it's option A, I do have it then I just got one for someone else because it's the same uh as long as it's option A, right?
[AGENT][NEUTRAL] OK, the schedule is, it is, OK, it is.
[AGENT][NEUTRAL] It is option A.
[CUSTOMER][NEUTRAL] OK, alright, now then I have it.
[AGENT][NEUTRAL] OK, do you show a $1000 calendar year max with a $50 deductible?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, it's the same schedule.
[CUSTOMER][POSITIVE] OK then that's all I need thank you then I I don't need a fax thank you so much.
[AGENT][NEUTRAL] All right. You're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.