AccountId: 011433970860
ContactId: ae514b2a-9379-4719-b424-362781c26e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192419 ms
Total Talk Time (AGENT): 64677 ms
Total Talk Time (CUSTOMER): 74045 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ae514b2a-9379-4719-b424-362781c26e0c_20250225T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] calling from dental office, and they have a specific question regarding the dental benefits.
[AGENT][NEUTRAL] OK, and could you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, the phone went out on the first letter. Could you repeat that?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, sure. I have 02539241.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And how may I assist you on this claim on this member policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yeah, um, I need to check the remaining for maximum benefits and deductibles, and then he started this year.
[AGENT][NEUTRAL] OK, let me check that for you. And also, would you like a fax back for this member as well?
[CUSTOMER][NEUTRAL] Um, is there a, uh, study in the fax?
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you have provided to me the Fox coffee is there's a, uh, indicate that there's a history?
[AGENT][NEUTRAL] No, I'm just asking you, would you like to fax back for the member's benefits once I give you that information?
[CUSTOMER][NEUTRAL] No, I'm just
[CUSTOMER][NEUTRAL] OK, uh, update it for that.
[AGENT][NEUTRAL] You said that you don't need it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm pulling the member's information up for you.
[AGENT][NEGATIVE] You were needing to know if the member has used any of their benefits. As of right now, it is showing that no benefits has been used.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK, no use amount for maximum benefits same with deductible, right?
[AGENT][NEGATIVE] No benefits has been used on this member's policy.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so now you study.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, I need the reference number and your name.
[AGENT][NEUTRAL] The reference will be my first name [PII], which is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] KIA last initial of [PII] and today's date. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] OK thank you so much.
[CUSTOMER][POSITIVE] [PII], thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.