AccountId: 011433970860
ContactId: 2de6c6ef-b5ad-4597-a24e-c2d88a900da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141229 ms
Total Talk Time (AGENT): 67467 ms
Total Talk Time (CUSTOMER): 68868 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/2de6c6ef-b5ad-4597-a24e-c2d88a900da5_20250110T18:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a provider's office. I'm calling to check dental benefits for my patient. Do you have a breakdown?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure. I can assist you with dental benefits. And you said uh your name is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] Good me too.
[CUSTOMER][NEUTRAL] Let me see. Policy number, it's 01868788.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. It's [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And OK, so you need benefits, you need a full breakdown of benefits given to you verbally or faxed over to you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Correct. Uh, verbally, both, verbally, um, verbally, I'm just gonna ask you some questions. Is that fine?
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And then I'll just get the facts. So for this one, it does she have like the preventative basic and major services?
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Or is it starting?
[AGENT][NEUTRAL] Bear with me, let me see.
[AGENT][NEUTRAL] It looks like this one is not gonna be a dental.
[CUSTOMER][NEUTRAL] OK, yeah, because she just, she just gave me the card. She just wanted me to check that if, if she had any dental.
[AGENT][NEGATIVE] Yeah, no. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. Uh, no, this one doesn't have any dental coverage. Uh, this one is just medical. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. So, this is just the secondary to the medical. OK. Um, OK. Can she like say that she asks me if she can add the dental, can she add the dental or no?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, mhm, to the major medical. Mhm.
[AGENT][NEUTRAL] No, not with this one. I don't see that this group has any dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that way. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.