AccountId: 011433970860
ContactId: 80090310-51cc-4a8f-9a22-d819771f4bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216789 ms
Total Talk Time (AGENT): 84521 ms
Total Talk Time (CUSTOMER): 80738 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/80090310-51cc-4a8f-9a22-d819771f4bfd_20250527T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good morning. My name is [PII] and I am trying to um verify and see if a patient has a gap card, she said.
[AGENT][POSITIVE] OK, just checking on benefits. I got you.
[CUSTOMER][NEUTRAL] I'm calling from a
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a dental office and I've never heard of this one so.
[AGENT][NEUTRAL] All right, let's take a look. What is the policy number?
[CUSTOMER][NEUTRAL] Um, 02556112.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She has like orange in her too, huh, just the calico.
[CUSTOMER][NEUTRAL] C A L I C O.
[AGENT][NEUTRAL] Sorry, my system is running a little slow today for some reason.
[CUSTOMER][NEUTRAL] Oh no, you're fine, honey, and, and that was probably weird to hear me saying uh.
[CUSTOMER][NEUTRAL] Talking about cats and losses. The lady at the front was like, I don't know what kind of breed my cat is. And I was like, I don't know. Let, let me, let me see a picture, you know.
[AGENT][POSITIVE] That's so funny.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you so much. All right, and you said you're calling from a dental office, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a second here.
[AGENT][NEUTRAL] OK. So, patient does have the secondary plan. It is active. Um, it's not valid for any sort of dental or vision treatment. So it's only a secondary gap for medical, not dental.
[CUSTOMER][NEUTRAL] OK, she was not sure and I had never heard of this before.
[AGENT][NEUTRAL] Yeah, so it's just, yeah, like medical treatment. She can't use it for any dental.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, is
[CUSTOMER][NEUTRAL] And is it kind of like just on the lines of maybe say um.
[CUSTOMER][NEUTRAL] Like Aflac something like that.
[AGENT][NEUTRAL] Yeah, it's, yeah, exactly, supplemental picks up co-pay, deductible, uh.
[CUSTOMER][NEUTRAL] Like a supplemental thingy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, it just excludes in for medical, yeah, it, it excludes dental or vision. So like hospital, surgery, things like that.
[CUSTOMER][NEUTRAL] For medical, not dental though or vision, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well I appreciate you hon. I just needed to um.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] Get that explanation and what was your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] and then the initial to my last name is [PII] for call reference.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have
[CUSTOMER][POSITIVE] OK, well you have a wonderful day hon.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.