AccountId: 011433970860
ContactId: 8c616222-d1b7-4899-82a2-5b70d9bf5858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97599 ms
Total Talk Time (AGENT): 40204 ms
Total Talk Time (CUSTOMER): 41349 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8c616222-d1b7-4899-82a2-5b70d9bf5858_20250108T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from a dental office checking on benefits for patients.
[AGENT][POSITIVE] OK. I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, it's, uh, no, no, no, no policy number it's 02579241.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you want the schedule of benefits faxed to you?
[CUSTOMER][NEGATIVE] Um, not necessarily our, our fax system doesn't really work very well, um.
[AGENT][NEUTRAL] OK. What's the what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thanks for verifying the information. I do not show any history for this, this patient. I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] Hi there.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, policy is active and actually you said you're a dental provider. This is a medical policy. They do not have a dental policy with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he said it's supplemental but it's medical only correct?
[AGENT][NEUTRAL] It's medical only.
[CUSTOMER][POSITIVE] OK all right well thank you so much.
[AGENT][NEUTRAL] All right, [PII], any other questions?
[CUSTOMER][POSITIVE] No, that'll do it thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Bye bye.