AccountId: 011433970860
ContactId: a256ac32-9e40-4690-b151-8353231ab383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123620 ms
Total Talk Time (AGENT): 54639 ms
Total Talk Time (CUSTOMER): 76114 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a256ac32-9e40-4690-b151-8353231ab383_20250512T14:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from our provider's office. Just wanting to verify dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's Ideal dental, um, phone number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it'll be, um, [PII] [PII] policy number 262-2729.
[CUSTOMER][NEUTRAL] supposed to be out already um so I I.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I mean to the
[CUSTOMER][NEUTRAL] B.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Alright, let me know if you
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII] and if you can give me your fax number, I'll send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] I did get the facts. I'm just I'm looking. I don't see any coverage for like crowns or root canals. Is that not covered in the plant?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am. She has the low plan. So it's only basic, basic, restorative and preventive. No major.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no major at all. OK, perfect. Let me just double check with the patient and then um if she has any questions I'll have her call you. Thank you so much.
[AGENT][POSITIVE] OK, you're very welcome. I hope you guys have a good week. Is that everything I can help you with at this time?
[CUSTOMER][NEUTRAL] Yes, that's all.
[AGENT][POSITIVE] OK, well you take care, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] What.