AccountId: 011433970860
ContactId: 5d22818b-c8c9-4632-9a79-1d2625494090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238410 ms
Total Talk Time (AGENT): 89151 ms
Total Talk Time (CUSTOMER): 91470 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/5d22818b-c8c9-4632-9a79-1d2625494090_20250502T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from provider office looking dental benefits.
[AGENT][NEUTRAL] OK, uh, we're just needing to check benefits.
[CUSTOMER][POSITIVE] Yes, dental benefits.
[AGENT][NEUTRAL] For dental, OK, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm sorry, could you spell that again for me? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yes, yes. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] [PII] got you. OK, sorry about that, thank you. um, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh, sure. [PII].
[AGENT][NEUTRAL] Got it, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 082648630.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So that is going to be a bit too long to be one of our policy numbers, [PII]. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yeah, this is Social Security number. I have no policy member ID.
[AGENT][NEUTRAL] Oh, that was their social. OK sorry about that. I did not understand. Let's see.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] Uh, what was the name for this member?
[CUSTOMER][NEUTRAL] A lot of
[CUSTOMER][NEUTRAL] Yes, ma'am. First name, [PII], and last name is [PII].
[AGENT][NEGATIVE] Gotcha. And mhm.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Got it, thank you so much for verifying all of that. I did find this member's policy. Um, whenever you're ready I can give you that correct policy number.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, that is 02.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] 2980.
[CUSTOMER][NEUTRAL] 80 thank you ma'am and this is active?
[AGENT][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] Yes, uh, so this policy is effective. Uh, the effective date was [PII], and if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Well that
[CUSTOMER][NEUTRAL] Uh, but I need a full breakdown and the patient is waiting and fax copy is received on the 2 48 hour, uh.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I can absolutely still uh answer questions for you absolutely um but I can also send this to you if you'd like it's completely up to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what kinds of questions did you have for me? Uh, were we needing to check specific uh codes?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Oh yes, I have uh 2 calls just need and frequency.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And