AccountId: 011433970860
ContactId: 65ee1143-0f1c-4cbb-973c-7a7d28df9967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143479 ms
Total Talk Time (AGENT): 64596 ms
Total Talk Time (CUSTOMER): 41936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/65ee1143-0f1c-4cbb-973c-7a7d28df9967_20250616T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at North Florida Endedonics. I'm trying to get a breakdown of dental benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 02585622.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so this policy is active and effective [PII]. Um, I can send over a fax back that outlines all the frequency duration and all the codes that are covered unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Will it have maximum and deductibles on there as well?
[AGENT][NEUTRAL] Yes, it has a calendar year max deductible and then um breaks down the benefit by percentage.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] Is there a group name for this policy? It just says that he's self-employed.
[AGENT][NEUTRAL] Um, it is.
[AGENT][NEUTRAL] Uh, group number is 19205, and then the group name is Universal Trucking, P as in Paul, and S as in Sam, transportation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there um what address do I send claims to?
[AGENT][NEUTRAL] Uh, claims go to [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Alright perfect I'll wait for that fax back oh I guess you probably need my fax number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what's your?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect. I'll get that faxed over, and anything else I can help with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.