AccountId: 011433970860
ContactId: ae4a5e96-0c36-469b-b6bf-4c4bc9556dbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332600 ms
Total Talk Time (AGENT): 89881 ms
Total Talk Time (CUSTOMER): 105915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ae4a5e96-0c36-469b-b6bf-4c4bc9556dbb_20250513T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I'm calling from uh Doctor [PII]'s office, and I needed to get a breakdown of dental benefits, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with benefits. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patient is [PII], which is spelled [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And then, um.
[CUSTOMER][NEUTRAL] Um, and
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Her, uh, her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um the policy or is it the certification number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what you need? OK, 02574669.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][POSITIVE] And if you can give me your fax number I'll send you a fax back with the benefit breakdown for you and fee schedule.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that ready and can you spell your first name for me so I have it correct on the fax?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Sure, it's uh [PII]
[AGENT][POSITIVE] OK, alright, it's gonna be a quick hold while I get that fax ready for you, Miss [PII], and I'll be right back with you.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I have that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] OK, and I do have a question um I've never heard of, um, American Public life insurance before, um, what, what is this like a, um, a regular, you know, insurance policy it's not a discount or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct, yes, it is a regular insurance policy that is provided through the um member's employer.
[AGENT][NEUTRAL] And there aren't any discounts, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] There's what? I'm sorry?
[AGENT][NEUTRAL] There are, there are not any discounts.
[CUSTOMER][NEUTRAL] Oh OK alright um and you do, uh, still, um, pay the provider?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Since we're out of [PII], OK, alright, OK, well that's all I needed, and I'll be looking for that fax.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Yes ma'am, thank you Ms. [PII] for calling APL. I hope you have a wonderful rest of your week.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Alright bye bye.