AccountId: 011433970860
ContactId: 6b283eb6-7645-4b65-a05b-6e3935f03d28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196160 ms
Total Talk Time (AGENT): 98222 ms
Total Talk Time (CUSTOMER): 49768 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/6b283eb6-7645-4b65-a05b-6e3935f03d28_20250417T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to get a breakdown of benefits from one of my patients.
[AGENT][POSITIVE] OK, I can help you with a benefit breakdown. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII] with my call dental studio, and the phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then Miss [PII]'s policy number please?
[CUSTOMER][NEUTRAL] And then her policy number is 02566517.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that um Ms. [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number I will send you that um fax back with the benefit breakdown for you.
[CUSTOMER][NEUTRAL] OK. Um, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII] while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] I'm so sorry, Ms. [PII], this is [PII] back with you again. So I just noticed um as I was looking up the facts back, this is not a dental policy, um, this is a gap insurance that helps, it's for medical only. It helps with deductible, co-pay and co-insurance for medical procedures, um.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I needed to know, perfect.
[AGENT][NEUTRAL] Yes, ma'am. I am so sorry about the fax back mess up, but I got to look at. I was like, you know what, this does not have benefits for dental, so I needed to let you know.
[CUSTOMER][POSITIVE] OK well thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, you have a wonderful um [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] You too have a nice day.
[AGENT][POSITIVE] Mhm you too bye bye ma'am.