AccountId: 011433970860
ContactId: 83244d9f-d3a3-429d-84db-20414b8fae6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102099 ms
Total Talk Time (AGENT): 46611 ms
Total Talk Time (CUSTOMER): 40611 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/83244d9f-d3a3-429d-84db-20414b8fae6f_20250312T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just had a quick question on a patient's dental policy.
[AGENT][NEUTRAL] Sure, I can take a look at that policy. Do you have a question about uh benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can check that for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02538498.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active effective was [PII], and to answer any questions you have over the phone, but I can also send you a fax back that shows all of the covered procedures and benefit of nation.
[CUSTOMER][NEUTRAL] Yes, I do have the fax back, um, but could you tell me if prosthetics are paid on the prep or seat date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Either one
[CUSTOMER][NEUTRAL] OK, so either and then our poster composites given an alternate benefit of amalgam?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, all right, thank you so much that is everything.
[AGENT][POSITIVE] Those are the only questions you had? OK, well, thanks for calling APL, [PII]. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah, that was it thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.