AccountId: 011433970860
ContactId: c3ddb683-365f-4abd-b183-8b5fd2a8a65e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133199 ms
Total Talk Time (AGENT): 49619 ms
Total Talk Time (CUSTOMER): 60682 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c3ddb683-365f-4abd-b183-8b5fd2a8a65e_20250513T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good thank you.
[CUSTOMER][NEUTRAL] Yeah, I'm calling to check um to see if uh the patient have dental coverage.
[AGENT][NEUTRAL] OK, do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Oh, policy number is um.
[CUSTOMER][NEUTRAL] 02611326
[AGENT][NEUTRAL] And then can I have your name and your callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that's, what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is effective [PII]. It's currently active. And you say you needed benefits?
[CUSTOMER][POSITIVE] Yes, please, can I get a breakdown of benefit please, [PII]?
[AGENT][NEUTRAL] Um, I can send a fax back that includes everything on that. Um, is that OK, or is there something we can go over on the?
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] Yeah, yes, so is there any waiting period for him?
[AGENT][NEUTRAL] Uh, waiting period, uh, let's see for this policy, let me pull it up real quick.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, no, there's no waiting period.
[CUSTOMER][NEUTRAL] No waiting period. OK, alrighty, I'll be waiting for the fax.
[AGENT][NEUTRAL] OK, give me about 2 minutes and what's your fax number?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed your way. Like I said, just give me about 2 minutes and you should receive it.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] Nope, that'd be all, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] OK bye bye.