AccountId: 011433970860
ContactId: 8f3125ae-600c-4bc9-a8ec-36df60f2235f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204360 ms
Total Talk Time (AGENT): 82217 ms
Total Talk Time (CUSTOMER): 75526 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8f3125ae-600c-4bc9-a8ec-36df60f2235f_20250409T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I just wanted to get my patient's dental benefits for this year.
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Um, and her policy number is 023537771.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got her pulled up and Ms. [PII] does have an active policy. Her effective date is [PII]. And Ms. [PII], if you give me your fax number, I'll send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, um, I actually did get the fax. I just had a couple questions that I wasn't sure on.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, as far as her coverages, it shows that there's no major basically is that just because she's on a waiting period or she just doesn't have any major on her policy?
[AGENT][NEUTRAL] Uh, let me look real quick at her. I'll pull it in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is because the type of policy that she chose does not have major on it.
[CUSTOMER][NEGATIVE] No major OK and then mhm.
[AGENT][NEUTRAL] And this is right, and this is just to verify her benefits. It's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm mhm mhm and is this an individual policy or does this have a group name to it?
[AGENT][NEUTRAL] It has a group name to it. Um, she is, she gets it through her employer and that group number is 70055.
[AGENT][NEUTRAL] And the group name is TRC Staffing Services.
[CUSTOMER][NEUTRAL] TRC staffing.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then so everything on that I see that there's um codes on there so anything that's not under there is not gonna be covered is that correct?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um, no, I think that's everything. Can I just get your um name one more time and a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII] and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK, thank you so much for your time ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] Oh, OK, well, you have a wonderful night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Mm bye bye.