AccountId: 011433970860
ContactId: c5a3d4e0-99f9-4526-9e26-5e8e0e5b5e9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101919 ms
Total Talk Time (AGENT): 53721 ms
Total Talk Time (CUSTOMER): 32647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c5a3d4e0-99f9-4526-9e26-5e8e0e5b5e9e_20250116T13:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to get a breakdown of dental benefits on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and call back number?
[CUSTOMER][NEUTRAL] My name's [PII]. The number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number of the member that you're inquiring to break down for?
[CUSTOMER][NEUTRAL] It is 02560610.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] [PII], would you like that verbally or fax back?
[CUSTOMER][POSITIVE] Uh, you can fax it. That would be great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Bless.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you're calling to request a fax back for [PII]. This policy became effective [PII] and is currently active. [PII] has a maximum benefit amount of $1500 per calendar year with a $50 deductible that does not apply to us preventative services, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and he has no history on file.
[CUSTOMER][NEUTRAL] OK, that
[AGENT][NEUTRAL] Nor has he utilized any of his benefits for [PII] trying to send it back to next year.
[CUSTOMER][NEUTRAL] Alright well I think that's all I need. I think hopefully the fax back could give me the rest.
[AGENT][POSITIVE] Alright, thanks for calling APL and you have a great day, [PII].
[CUSTOMER][POSITIVE] You thank you bye bye.
[AGENT][POSITIVE] Thanks bye.