AccountId: 011433970860
ContactId: cccf5973-42ac-4a79-aa64-fbb984c89da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265049 ms
Total Talk Time (AGENT): 66073 ms
Total Talk Time (CUSTOMER): 62842 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/cccf5973-42ac-4a79-aa64-fbb984c89da0_20250421T13:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh yeah, I'm calling to get dental benefits on the patient.
[AGENT][POSITIVE] OK, I can help you with dental benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII]. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 614-347.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment basic outline of the policy. Um, I can send a fax back on this or we can go over on the phone as well.
[CUSTOMER][NEUTRAL] Uh, we can do it over the phone.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yeah, I'm I'm pulling it up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, OK
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, my system's going a bit slow.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, so for this policy, it's a fee schedule, so it pays out a dollar amount per code.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a $1000 calendar year maximum.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you, you have codes that you wanna go over? Do you need frequencies?
[CUSTOMER][NEUTRAL] Have what do they use of that Max?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, let's see, so.
[AGENT][NEUTRAL] 2025, she has used
[AGENT][NEUTRAL] Uh, it doesn't look like she's used anything this year so far.
[CUSTOMER][NEUTRAL] OK, I'm sorry, this is actually on her husband [PII]. I just realized that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, he's not used anything this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there a deductible?
[AGENT][NEUTRAL] The deductible is $50.
[AGENT][NEUTRAL] And it doesn't apply to exams or profies.
[CUSTOMER][NEUTRAL] 50? OK.
[CUSTOMER][NEUTRAL] OK, I've got a I've got a plan in here from before, so it may just be the same, um, I'll give you a couple codes and then see if it matches them.
[AGENT][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] What are the codes
[CUSTOMER][NEUTRAL] Uh, our zip code?
[AGENT][NEUTRAL] No, what are the codes that you wanted to give me?
[CUSTOMER][NEUTRAL] Did you say did oh the code it's D 0140?
[AGENT][NEUTRAL] That's 25.
[CUSTOMER][NEUTRAL] D0220.
[CUSTOMER][NEUTRAL] 0 25, OK, uh, 220.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, yeah, so the same one and then 270.
[CUSTOMER][NEUTRAL] 0270.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] OK, and then 0460?
[AGENT][NEUTRAL] 16.
[CUSTOMER][POSITIVE] OK perfect that's it. That's all I needed thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright alright bye bye.