AccountId: 011433970860
ContactId: 5b125a93-b133-48d5-bccd-8ba16178007d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226610 ms
Total Talk Time (AGENT): 78873 ms
Total Talk Time (CUSTOMER): 72765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5b125a93-b133-48d5-bccd-8ba16178007d_20250205T19:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I am calling from a dental provider's office and I was inquiring about benefits for one of our members.
[AGENT][NEUTRAL] OK, I can help you with that. Can I have uh your name and a callback number, please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the good number to call back would be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It would be 024691777.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Uh, would you like a dental fax back of the breakdown of the benefits?
[CUSTOMER][POSITIVE] Yes, that would be wonderful.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] I'll make sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the fax number I would send uh the fax to?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could be
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the fax is on its way. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, last thing, um, I'm not as familiar with this insurance. I was just calling to see if we're in network with it if we could, if there's a way to like look that up.
[AGENT][NEGATIVE] Not here.
[AGENT][NEUTRAL] Hold one moment.
[AGENT][NEUTRAL] OK, so there, um, is not a network?
[AGENT][NEUTRAL] Uh, it just pays according to the usual and customary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] 2 customary perfect.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that should do it for me if I could just have a reference number if you have one for the phone call.
[AGENT][NEUTRAL] Yes, ma'am. To reference our call, you will use my name, [PII] and today's date.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect all right I appreciate that so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.