AccountId: 011433970860
ContactId: 4a2c864e-9944-4dca-8c5d-f2aaa4da7cb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113019 ms
Total Talk Time (AGENT): 42001 ms
Total Talk Time (CUSTOMER): 52162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4a2c864e-9944-4dca-8c5d-f2aaa4da7cb7_20250624T17:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I think you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm it is 0163.
[CUSTOMER][NEUTRAL] 8221.
[CUSTOMER][NEUTRAL] All of all of this.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So the policy is active and effective [PII]. Um, I can send over a fax back that outlines all the codes that are covered frequency and duration and breakdown of benefits unless there's something you need to go over on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that would be awesome.
[AGENT][NEUTRAL] OK. And what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That temporary.
[AGENT][POSITIVE] OK, I'll get that faxed over, and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And um would they have downgrades on that like if composites and crowns are downgraded?
[AGENT][NEUTRAL] And they're not downgraded.
[CUSTOMER][NEGATIVE] They're not OK and um has she used any of her maximum deductible?
[AGENT][NEUTRAL] Uh, looks like she doesn't have any history. Um, last history on file was from [PII].
[CUSTOMER][POSITIVE] OK awesome alright well that'd be it thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.