AccountId: 011433970860
ContactId: aa8e23c3-6dcf-4a80-930d-53c70083d456
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209380 ms
Total Talk Time (AGENT): 66308 ms
Total Talk Time (CUSTOMER): 56738 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/aa8e23c3-6dcf-4a80-930d-53c70083d456_20250211T14:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to check in a for dental.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you have a phone number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK. What's the last four letters? The phone's cutting out.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can't hear you at all now.
[AGENT][NEUTRAL] I still can't hear you.
[AGENT][NEUTRAL] I still can't hear you.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I can hear you fine. Can you hear me now?
[AGENT][NEUTRAL] No, ma'am. I can't hardly hear you.
[AGENT][NEUTRAL] It's in and out. The phone's in and out.
[CUSTOMER][NEUTRAL] OK, it's still in and out?
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have
[CUSTOMER][NEUTRAL] The last 4 of that phone is mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The last four of the number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. Hang on.
[CUSTOMER][NEUTRAL] That number is 68.
[CUSTOMER][NEUTRAL] 80, I'm sorry, let me start over with that number is 608-026.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am. Her date of birth, [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] I just, yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like to fax back?
[CUSTOMER][NEUTRAL] Over the phone for the main part is she active and what's the max amount of benefits for the year?
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] The calendar year maximum is 1000.
[CUSTOMER][POSITIVE] Alright well thank you so much I appreciate it.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.