AccountId: 011433970860
ContactId: 291de304-36ab-4f98-9045-0d8399bfe5fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117319 ms
Total Talk Time (AGENT): 71766 ms
Total Talk Time (CUSTOMER): 38568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/291de304-36ab-4f98-9045-0d8399bfe5fa_20250317T17:37_UTC.wav
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[AGENT][NEUTRAL] For contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from a dental office trying to get eligibility and benefit breakdown.
[AGENT][NEUTRAL] I can help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 949-745.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII], excuse me, [PII].
[AGENT][NEUTRAL] [PII] and it is active now this policy has $1500 for calendar year as the maximum. It's just the verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And it covers basic, basic restorative and preventative services. I don't, uh, as well as major coverage now, I don't show that she's used anything for 20.
[AGENT][NEUTRAL] [PII]. Um, would you like a list of her benefits? Would you like me to fax you a list of her benefits, or is there anything in particular? OK. And what is your fax number, please?
[CUSTOMER][POSITIVE] Yes, that would be great.
[CUSTOMER][NEUTRAL] No, just benefit for him.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, well, I can certainly send that to you right now. Is there anything else that I can do uh before I send this off?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] OK. Well, thank you very much for contacting APL. Uh, I hope you have a very good afternoon. I'll have this for you in just a moment, and once you get it, if you have any questions, please just call us back and, and let us know.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have a good