AccountId: 011433970860
ContactId: 9736f489-e149-4f43-87de-a054bba3a44b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396140 ms
Total Talk Time (AGENT): 65297 ms
Total Talk Time (CUSTOMER): 40586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9736f489-e149-4f43-87de-a054bba3a44b_20250103T19:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello there, this is [PII]. I'm looking for dental benefits for my patients.
[AGENT][POSITIVE] Mm, sure, I can assist you with that can help you.
[AGENT][NEUTRAL] And what is your name again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh 01822695.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, that will be [PII], [PII].
[AGENT][NEUTRAL] Mhm. Thank you, Mr. [PII]. Do you have a specific questions about the benefits or do you need a full breakdown?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, for this patient this provider in or out of network.
[AGENT][NEGATIVE] There's no network on this policy.
[CUSTOMER][NEUTRAL] Then what's the claim mailing address?
[AGENT][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And what will be the set due date?
[AGENT][NEUTRAL] That will be [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] And this is a calendar plan of physical plan.
[AGENT][NEUTRAL] Calendar year.
[CUSTOMER][NEUTRAL] And what's the group name?
[AGENT][NEUTRAL] OK, let me get that for you. One moment.
[AGENT][NEUTRAL] Group name is Universal Trucking Stevens Transport.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello? You still there, Mr. [PII]?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[AGENT][NEUTRAL] Hello, you still there?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.