AccountId: 011433970860
ContactId: 6af7da3a-662e-4763-ba13-4fd10bbf86d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142270 ms
Total Talk Time (AGENT): 68566 ms
Total Talk Time (CUSTOMER): 48684 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6af7da3a-662e-4763-ba13-4fd10bbf86d2_20250403T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to do an uh dental insurance breakdown. I'm just calling to see if we're in network cause we've never taken this insurance before.
[AGENT][NEUTRAL] Sure we could take a look at those benefits and then we'll check that network um what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, it's gonna be.
[CUSTOMER][NEUTRAL] 02277434
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. Uh, so this policy is active. Effective date was [PII]. And so this policy, um, there is no network, uh, it just pays a percentage based off of UCR, and if you'd like, I can send you the fax back that shows all of the coverage procedures and benefit information.
[CUSTOMER][NEUTRAL] OK, so you're saying there's no network, so do we just bill you guys or how does that work?
[AGENT][NEUTRAL] Yes, yes, you would just send it to us, uh, and again it's a percentage based off of UCR all of that information would be on the fax back.
[CUSTOMER][NEUTRAL] OK, yeah, if I can just get it faxed back with the breakdown and information.
[AGENT][POSITIVE] Of course, absolutely. What was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] 72, yes.
[AGENT][POSITIVE] OK, alrighty, I will get this sent to you. You should get it here within about 10 minutes I'd say. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, no, ma'am, that's going to be it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yes.