AccountId: 011433970860
ContactId: 3a5f27b3-6536-4376-afd8-be523b0c1810
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143270 ms
Total Talk Time (AGENT): 65530 ms
Total Talk Time (CUSTOMER): 56060 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3a5f27b3-6536-4376-afd8-be523b0c1810_20250507T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], I need to get a breakdown of dental benefits.
[AGENT][NEUTRAL] OK, may I have your name and a contact number, and are you calling from the provider's office or you the insured?
[CUSTOMER][NEUTRAL] No, for from the provider's office, uh, first name [PII], last initial [PII] and then um do you want tax ID?
[AGENT][NEUTRAL] No, ma'am, just your phone number and the member's policy number.
[CUSTOMER][NEUTRAL] OK, so, uh, phone number [PII].
[CUSTOMER][NEUTRAL] And then the ID number is 2136178.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] and then date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active, it's been effective since [PII]. And did you need a copy of the fax back sent to you or you have particular questions?
[CUSTOMER][POSITIVE] Oh, no, a fact that would be perfect.
[AGENT][NEUTRAL] OK. So on the fax back, you'll see the calendar year max and deductible.
[AGENT][NEUTRAL] All the percentages, waiting periods, frequencies, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] OK, perfect, [PII], yeah, if you'll send that over to me um back.
[AGENT][NEUTRAL] Alright, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's it's my direct fax, so yeah, you don't have to, but yeah, if you don't mind.
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, well, I'm sending this over to you now, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. You have a blessed day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.