AccountId: 011433970860
ContactId: b0e3cfa9-9903-4c41-81d7-444491cf288b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155119 ms
Total Talk Time (AGENT): 43207 ms
Total Talk Time (CUSTOMER): 48913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b0e3cfa9-9903-4c41-81d7-444491cf288b_20250418T14:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you, [PII], and I can help you with benefits. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it says that it's 606-175.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, do you want the patient or the policy holder?
[AGENT][NEUTRAL] Uh, patient.
[CUSTOMER][NEUTRAL] Because the OK it is um [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Let me pull up his benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you wanna
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like this is a fee schedule based policy. Um, I can send you a fax back that shows what it pays for everything.
[AGENT][NEUTRAL] Um, or we can go over.
[CUSTOMER][NEUTRAL] OK, and is this.
[CUSTOMER][NEUTRAL] OK, yeah, that'll work. Is this actually dental insurance or is this just a discount?
[AGENT][NEUTRAL] No, it is dental insurance, um, but it, it does have specific dollar amounts payable for codes.
[CUSTOMER][NEUTRAL] Program.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, no, that's fine. Alright, I can give you a good fax number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][POSITIVE] OK, give me just a few minutes, [PII], and I'll get that faxed over and then if you have any questions you can give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.