AccountId: 011433970860
ContactId: a935e6bc-f5af-4cfc-a861-471b31aee8b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512340 ms
Total Talk Time (AGENT): 120514 ms
Total Talk Time (CUSTOMER): 76387 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a935e6bc-f5af-4cfc-a861-471b31aee8b7_20250430T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling for a breakdown of dental benefits for a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with the you know benefits. And may I have your name?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility, was this?
[CUSTOMER][NEUTRAL] It's Norwich Family and Cosmetic dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have let me see.
[CUSTOMER][NEUTRAL] 255-4188
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And you said you need a tax pack of benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, that's [PII], correct?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, um, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Sure thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I can help you with today, Mr. S?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, how is the fax detailed? Is there a lot all the frequencies and everything on there?
[AGENT][NEUTRAL] Yeah, all the uh covered um codes are in that list, and then you have your um limitations, you have the address where to submit the claim or the fax number or the electronic payer ID. You have your frequencies, your cover expense.
[AGENT][POSITIVE] It's really detailed.
[CUSTOMER][NEUTRAL] OK, do you mind if I just ask you a few questions, but sometimes they aren't on there. Does it run on a calendar year?
[AGENT][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, any missing tooth cloths or waiting periods?
[AGENT][NEGATIVE] No waiting periods and there's no major services on this one. There is a missing tooth cloth.
[CUSTOMER][NEUTRAL] There is OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and for posterior composites, do they get downgraded?
[AGENT][POSITIVE] No downgrades.
[CUSTOMER][NEUTRAL] OK, and for prosthetics you pay on prep date or C date.
[AGENT][NEUTRAL] This one doesn't have any major service but it will be seat if it was covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the effective date?
[AGENT][NEUTRAL] the date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK, and may I have the group number and group name?
[AGENT][NEUTRAL] Mhm. OK. No, that one, the group number will be information is not there, so the group number is going to be 70072.
[CUSTOMER][NEUTRAL] Or will it be on there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The name is Hospitality Staffing Solutions.
[CUSTOMER][NEUTRAL] Hospitality.
[AGENT][NEUTRAL] Staffing solutions.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, is there any? You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] All right thank you so much.
[CUSTOMER][NEUTRAL] Mm, that's it. I'll wait for the fax. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day. Bye-bye, my sister.
[CUSTOMER][NEUTRAL] This