AccountId: 011433970860
ContactId: 4fc1ff7b-4d0e-4dfe-9829-d7e4e29cdfd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149149 ms
Total Talk Time (AGENT): 48111 ms
Total Talk Time (CUSTOMER): 43361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4fc1ff7b-4d0e-4dfe-9829-d7e4e29cdfd3_20250424T14:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling my name is [PII] and I was calling to get some um benefit information for some patients.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 00614544
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, I can send a fax back or we can, uh, go over some information on the phone, whichever is easiest.
[CUSTOMER][POSITIVE] Either either way is good for me, whichever is best for you.
[AGENT][NEUTRAL] Yeah, it is a fee schedule so it's got certain dollar amounts, so I think a fax back would probably be more useful. Um, what is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 6127.
[AGENT][NEUTRAL] You want to check if she's used anything this year while I've got you on the phone before I send you that?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[AGENT][NEUTRAL] OK, looks like she's got her full 1000 for the year.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, my second question is, is there a group number or a group name for the plan?
[AGENT][NEUTRAL] Uh, yeah, let me look.
[AGENT][NEUTRAL] Um, actually this is like an individual policy or it's not tied to a group, so they purchased it on their own.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, I'll get that faxed over and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye.