AccountId: 011433970860
ContactId: 96e91318-47c3-46f3-934b-753a770096c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270140 ms
Total Talk Time (AGENT): 53601 ms
Total Talk Time (CUSTOMER): 33928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/96e91318-47c3-46f3-934b-753a770096c7_20250108T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from High Tech Dentistry, and I'm calling to check eligibility and benefits for a member.
[AGENT][NEUTRAL] I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02581026
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] System is a little slow.
[CUSTOMER][POSITIVE] No, no worries, it's fine.
[AGENT][NEUTRAL] It's coming up slowly but surely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth? Thank you for holding.
[CUSTOMER][NEUTRAL] Sure it's um [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] And I need a whole breakdown of benefits.
[AGENT][NEUTRAL] Oh, dental, do you want the schedule faxed to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. We can get that over to you within the next 5 to 7 minutes. Um, I show the policy is effective [PII] currently active. There is no history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the schedule will include, you know, the calendar max deductible information, um, each procedure code that's covered by the policy exclusions, it's about 4 pages long.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] And it is on its way. Any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.