AccountId: 011433970860
ContactId: 4afa2178-2698-430a-9163-2a13a543b7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207100 ms
Total Talk Time (AGENT): 79550 ms
Total Talk Time (CUSTOMER): 101130 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4afa2178-2698-430a-9163-2a13a543b7f1_20250612T14:16_UTC.wav
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[CUSTOMER][NEUTRAL] Alright, so when is your next week?
[AGENT][NEUTRAL] Calling APL.
[AGENT][POSITIVE] Hello, how can I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling to get patient benefits if that's possible.
[AGENT][POSITIVE] Yeah, I can check benefits for you. uh, what was your name please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and do you have that policy number?
[CUSTOMER][NEUTRAL] 10:30.
[CUSTOMER][NEUTRAL] Yes, that policy number is going to be 026243778.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name is um [PII] and the date of birth for that patient is.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not pulling up.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. So this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] I would greatly appreciate it and for dental I just wanted to make sure all claims do go to the American Public Life Insurance to the PO box to any for. OK, perfect, yep, I appreciate it.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah, uh, the PO box that you have is that the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] OK awesome alrighty yes that's correct OK um what was your fax number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My fax number is going to be.
[CUSTOMER][NEUTRAL] 269 0 where's my shoes?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, I don't know if my memory. [PII].
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Call you sure hold on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, [PII] correct.
[AGENT][POSITIVE] Got it. OK, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] Um, is she eligible for like, uh, FMX exam and cleaning today?
[AGENT][NEUTRAL] Yes, yes, uh, well, give me just a moment. I know it's kind of a newer policy, but just for good measure, let me see if I do have any history.
[CUSTOMER][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] Of course, one moment.
[AGENT][NEUTRAL] OK, no, I have no history on file for this number just he's eligible for any of that.
[CUSTOMER][POSITIVE] OK, let's see. OK, I greatly appreciate you and I hope you have a wonderful day.
[AGENT][POSITIVE] Of course. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Take care bye.
[CUSTOMER][NEUTRAL] OK