AccountId: 011433970860
ContactId: 774bdbe2-15af-49d7-88d1-c9c20537cb94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121080 ms
Total Talk Time (AGENT): 59643 ms
Total Talk Time (CUSTOMER): 50860 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/774bdbe2-15af-49d7-88d1-c9c20537cb94_20250116T20:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Um, my name is [PII] and I wanted to see how your company works because we have, I work in a dental office and a patient gave me this, um, information about APL. I wanted to know, uh, she says that you guys cover the copayments.
[CUSTOMER][NEUTRAL] For their dental service?
[AGENT][NEUTRAL] OK, um, do you
[AGENT][NEUTRAL] We offer a bunch of different policies. Um, would you mind if I took that grab that policy number and just looked at what your patient's policy is real quick?
[CUSTOMER][POSITIVE] Yeah, if, if you don't mind helping me out, please, I would appreciate it.
[AGENT][POSITIVE] Absolutely, no worries, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, I'm ready for that policy number when you are.
[CUSTOMER][NEUTRAL] Sure, no worries. So the policy number is 02519444.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. I do see her here. Um, she does have coverage with us. We are her gap insurance, um, but we follow her major medical. So if you have to like bill her major medical insurance carrier for something opposed to her dental insurance, um, she might have benefits payable with us, but we don't have benefits typically for dental on this policy.
[CUSTOMER][NEUTRAL] Oh, OK, so this is only like if I was to be billing the medical plan, not the dental plan, right?
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Yeah, we, this is like a gap insurance like for her major medical.
[CUSTOMER][NEUTRAL] OK, so this is um.
[CUSTOMER][NEUTRAL] For major medical, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thank you very much you have a wonderful day.
[AGENT][POSITIVE] Yeah, it's my pleasure Ms. [PII]. Thank you for calling APL and you have a great day as well.
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][POSITIVE] Thanks. Bye bye.