AccountId: 011433970860
ContactId: 3f3d99b6-d9a4-4171-aef6-27e444848d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180339 ms
Total Talk Time (AGENT): 61591 ms
Total Talk Time (CUSTOMER): 80079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3f3d99b6-d9a4-4171-aef6-27e444848d59_20250609T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling in to check all the benefits. Could you please help me?
[AGENT][NEUTRAL] Sure, I can verify benefits for you. And your name is again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh, spell that, please.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the one that I have here is 02621987.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, I have here uh [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII], [PII].
[AGENT][NEUTRAL] OK, I show his effective date is [PII] and he is active under the policy. And this is for dental?
[CUSTOMER][NEUTRAL] Yes, for orthodontic services.
[AGENT][NEUTRAL] Ortho it's not covered under the policy. Uh, the policy doesn't cover any major services.
[CUSTOMER][NEUTRAL] Oh, OK. Got it. And, well, let me go ahead and bring and get some more details. What is the policy, um, the, the, I'm sorry, the group number and the group name?
[AGENT][NEUTRAL] Sure, just a moment. Group number 70101.
[AGENT][NEUTRAL] Group name is Superior Skilled trades.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Skill trail trade. Can you spell the, the word trade?
[AGENT][NEUTRAL] What word? Trades, T R A D E S, Trades.
[CUSTOMER][NEUTRAL] Trail. Mhm.
[CUSTOMER][POSITIVE] Oh great. OK, perfect. Thank you. And does the plan roll in a calendar year from January to December?
[AGENT][NEUTRAL] It's a calendar year policy.
[CUSTOMER][NEUTRAL] OK, perfect. Thank you. And uh just to confirm, [PII] is a main subscriber under this policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. And can you please help me to verify network participation to see if the doctor is in out of network?
[AGENT][NEUTRAL] Well, we don't have a network. Uh, this policy, it pays by UCR.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh, OK, I got it, got it. OK, perfect. Thank you. So what, basically that's, that's all, that's all for today. Thank you very much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries. Bye bye.
[AGENT][NEUTRAL] Bye.