AccountId: 011433970860
ContactId: 49d35ff6-f22d-4399-8a03-bc56b737cf3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247550 ms
Total Talk Time (AGENT): 79889 ms
Total Talk Time (CUSTOMER): 102441 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/49d35ff6-f22d-4399-8a03-bc56b737cf3d_20250421T21:03_UTC.wav
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[AGENT][NEUTRAL] Well, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm trying to, um, get some, uh, information as to, uh, my dental benefits and what's available, how um how much it is, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with your dental benefits, Miss [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, 02576539.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got you pulled up now. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII]. Phone number is area code [PII] and my email address is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me. So you said you had uh questions about your benefits. Are you wanting to know uh what your maximum is for the year and your deductible, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's gonna be just a second while the computer pulls it up for us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you have, and this is just to verify your benefits. It's not a guarantee of payment. You have a calendar year maximum of $500 and your calendar year deductible is $50.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah it's a.
[CUSTOMER][NEUTRAL] $50 OK.
[CUSTOMER][NEGATIVE] Alright, $500. That's nothing.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All [PII], um, uh, also, do I have, um.
[CUSTOMER][NEUTRAL] Any vision with you guys?
[AGENT][NEUTRAL] No, Vision is not through our company.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I'll call my employee and get that information.
[AGENT][NEUTRAL] It's gonna be with another.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, well, you have a wonderful week and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.