AccountId: 011433970860
ContactId: 6cc91824-ca3d-42cc-91a4-6fd23f92f873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194750 ms
Total Talk Time (AGENT): 91462 ms
Total Talk Time (CUSTOMER): 74806 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6cc91824-ca3d-42cc-91a4-6fd23f92f873_20250218T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling on behalf of the provider's office on a recorded line to check dental benefits for patient. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, thank you for asking.
[AGENT][POSITIVE] Good and [PII], what is a good call back number please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with those dental benefits today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number I have, it's 02581726.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] So, patient's name is, just a second.
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], I have got.
[AGENT][NEUTRAL] [PII]'s policy pulled up.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, this is a medical gap policy. It's not a dental policy.
[CUSTOMER][NEUTRAL] OK. Just a second, please.
[CUSTOMER][NEUTRAL] So, uh, just to confirm, you said there's no dental coverage, only medical, right?
[AGENT][NEUTRAL] That's correct. And, and we don't have her dental policy with the APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Now is she coming in for dental services due to an accident maybe or?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, actually, that I don't know about it, so just, OK, just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So there's no dental coverage, so I'm done with all the questions. So, could you please provide me just call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] CIA.
[AGENT][NEUTRAL] First initial of my last name is [PII], and I'm just verifying that dental is not covered under her medical plan. Some of these policies do provide like for dental emergency services, but bear with me just one second, just going to verify that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, dental vision services is included under the exclusion, so it would, the only way it could be covered is if it's from an accident.
[CUSTOMER][POSITIVE] OK, got it. Just, uh, OK, so there's no dental coverage. I'm done with all the questions here, [PII]. So thank you so much for your help and have a wonderful rest of your day.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you. Thank you for calling APL and I hope you have a wonderful afternoon as well. Take care.
[CUSTOMER][POSITIVE] You too. Take care. Goodbye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.