AccountId: 011433970860
ContactId: 983369a3-965e-47fb-9356-77c58ecc797b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175580 ms
Total Talk Time (AGENT): 68479 ms
Total Talk Time (CUSTOMER): 69832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/983369a3-965e-47fb-9356-77c58ecc797b_20250408T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling with Doctor [PII]'s dental office.
[CUSTOMER][NEUTRAL] We um have a patient who has presented APL as their dental insurance, and I'm not familiar with this, so I need some information if you don't mind to help me.
[AGENT][NEUTRAL] Yeah, absolutely. Let's take a look. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, they gave me the primary social and a group number but not an ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can do social. What's that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then, what is the insured's last name?
[CUSTOMER][NEGATIVE] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then first name and date of birth, please.
[CUSTOMER][NEUTRAL] Primary is [PII] Date of birth [PII]. We're specifically looking for wife [PII].
[AGENT][NEUTRAL] OK. Alright. So patient is active. The effective date on here is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Policy number is going to be 02566064.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then I am happy to give you a breakdown over the phone. I can also send you a fax back with a breakdown of benefits, whatever works best for you.
[CUSTOMER][NEUTRAL] A fax back would be great.
[AGENT][POSITIVE] Yeah, absolutely, um, what's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm sending that now. Should I mark that attention to you?
[CUSTOMER][NEUTRAL] You can [PII] um and are you guys a subsidiary under another company name or is APL the company I should add this as?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, APL is the company as you should add it as, yeah.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.