AccountId: 011433970860
ContactId: 4cdbe370-feab-4f21-ab19-3026d2608048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122290 ms
Total Talk Time (AGENT): 70612 ms
Total Talk Time (CUSTOMER): 45950 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4cdbe370-feab-4f21-ab19-3026d2608048_20250211T21:24_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, hi there my name is [PII]. I'm calling from a dental office. I was hoping to clarify some dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 02585046.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account.
[AGENT][NEUTRAL] OK, and you said you're calling today to verify uh benefits?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK. Would you like, uh, a dental fax back of the coverage?
[CUSTOMER][POSITIVE] That would be perfect, yeah, that has all the info, saves you time, absolutely.
[AGENT][NEUTRAL] Yes, it will have all the, um, covered procedures at, uh, the percentage, uh, just so you know, as far as, um,
[AGENT][NEUTRAL] Frequencies and the patient has not used any of their benefits, so, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They would all be available and what is the fax number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 7263. I have [PII].
[CUSTOMER][NEUTRAL] Yep
[AGENT][POSITIVE] OK. I will get that sent over within 5 minutes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, um, is this like a in-network exclusive policy?
[AGENT][NEGATIVE] It is not. It is uh not a network um policy.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Restrictive, OK.
[AGENT][NEUTRAL] Yeah. The patient is able to go to any provider.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Awesome thank you for your help today.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too
[CUSTOMER][POSITIVE] Thank you bye.