AccountId: 011433970860
ContactId: 9bfe2727-e85f-4169-8802-eb0fe98079f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91059 ms
Total Talk Time (AGENT): 34440 ms
Total Talk Time (CUSTOMER): 43569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9bfe2727-e85f-4169-8802-eb0fe98079f0_20250403T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, [PII], I am calling because uh I called earlier for benefits for a patient and I received a fax back with the breakdown, but I guess I had a question because I only see it stops at after basic restorative, so I'm wondering is there like anything above fillings that's covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that. And what is your name and callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you. [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02573519
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now actually, [PII], this is a limited dental policy. It does not cover major procedures, only preventive and basic.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, that's kind of what I was worried about. No, that's all for today.
[AGENT][POSITIVE] Well, thank you for calling APL [PII], it's been a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.