AccountId: 011433970860
ContactId: 697ef4b0-8495-41d9-b114-a69a3191f790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156759 ms
Total Talk Time (AGENT): 66990 ms
Total Talk Time (CUSTOMER): 57035 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/697ef4b0-8495-41d9-b114-a69a3191f790_20250205T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. I'm sorry. This is [PII] calling from Cools Mount Mental. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm pretty good. I'm, I'm calling to get dental breakdown for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get uh a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it's going to be 02584856.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] We are looking at um [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for.
[AGENT][NEUTRAL] Uh, verifying the policy and you did say you were calling today for dental, um, benefits. Would you like those faxed over?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Um, I could get it verbally if that's OK.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. I do show that her policy is still active with us. It has been active since [PII].
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just want, is it the one with the $500 annual max? Just wanna make sure I have the correct breakdown. It is OK. It's also covered benefit. There's no major services correct?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] OK, there are no uh major services.
[AGENT][NEUTRAL] Uh, ortho is not a cover benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not covered. All righty. And lastly, can I get a reference number please, if any?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you. You have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Bye.