AccountId: 011433970860
ContactId: a5cb63ec-1e63-4892-88b5-8dbe91c4c2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491619 ms
Total Talk Time (AGENT): 111957 ms
Total Talk Time (CUSTOMER): 72302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/a5cb63ec-1e63-4892-88b5-8dbe91c4c2ee_20250122T16:30_UTC.wav
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[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I was trying to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 02277461
[AGENT][POSITIVE] OK, thank you and let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am showing that [PII] does have an active policy and her effective date is [PII].
[AGENT][POSITIVE] And if you can give me your fax number I'll send you a fax back with a complete benefit breakdown.
[CUSTOMER][NEUTRAL] OK, great, it's um [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I get that faxed to you. I'll be right back.
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII]. I just wanna let you know that fax back is on its way.
[CUSTOMER][NEUTRAL] OK, um, well, the tax that have accumulations in history.
[AGENT][NEUTRAL] No, ma'am, um, I'll have to look to see if she has anything for the year.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Let me get over to that screen real quick.
[AGENT][NEUTRAL] I do not show that any claims have ever been submitted for [PII].
[CUSTOMER][NEUTRAL] OK. um, can I also check on a sibling on the same account if she has history?
[AGENT][NEUTRAL] Yes, um, what is the sibling?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII] has no claims on file either.
[CUSTOMER][NEUTRAL] OK, and then a quick question about the um plan, does it have any waiting periods or missing tooth cloths?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, and this is just to verify coverage which is not a guarantee of payment for major expenses it's the 12 month waiting period.
[AGENT][NEUTRAL] Endoonic expenses is 12 months. Periodontic expenses is 12 months.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Prosthodontic repair expenses is 12, oral surgery expenses is also 12 months. And
[AGENT][NEGATIVE] It does have a missing tooth claws.
[CUSTOMER][NEUTRAL] OK, and then my last question, um, what's the coordination of benefits?
[AGENT][NEUTRAL] Uh, it is, uh, UCR.
[CUSTOMER][NEUTRAL] OK, um, but, uh, is, is there a non duplicating clause on the plan or do you go by the birthday rule?
[AGENT][NEUTRAL] We go by the birthday.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] OK great thank you for your help.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].