AccountId: 011433970860
ContactId: cd763fd9-d083-44a5-ba52-308f0320a4ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214050 ms
Total Talk Time (AGENT): 64943 ms
Total Talk Time (CUSTOMER): 94947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/cd763fd9-d083-44a5-ba52-308f0320a4ea_20250625T20:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I want to know.
[CUSTOMER][POSITIVE] Um, the benefits of one of my patients.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I have a member ID.
[CUSTOMER][NEUTRAL] Um, 02635714.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and 42788.
[AGENT][NEUTRAL] And are you needing benefits for dental?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Policies effective [PII]. I can send over a fax back that outlines the codes that are covered, frequency and duration and calendar year maximum, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, you can you can um fax it to me.
[AGENT][NEUTRAL] OK. What's your thoughts?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I wanna ask you, are we are are we in network?
[AGENT][NEUTRAL] Um, they can utilize Carrington or they can go in or out of network. Um, I don't have access to Carrington's providers. I can transfer you over there.
[CUSTOMER][NEUTRAL] Um, no, that's fine, um.
[CUSTOMER][NEUTRAL] Let me see what else um did he have history?
[AGENT][NEUTRAL] Uh, there's no history on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] History, um, can you tell me what is the remaining, um, balance?
[AGENT][NEUTRAL] Um, he doesn't have any history on file.
[CUSTOMER][NEUTRAL] OK, yeah, that's true mm let me see what else do I have.
[CUSTOMER][NEUTRAL] Uh, any exceptions?
[AGENT][NEUTRAL] Um, meaning.
[AGENT][NEUTRAL] What, what do you mean by exceptions?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] don't know, just looking at, I'm looking at my, at my document. It's my first time calling to see all that information.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yep, coverage coverage table and then you were you were gonna fax to me all the information right like the coverage table.
[AGENT][NEUTRAL] Yes, it'll have all the codes that are um covered under the policy with the frequencies.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, then I think it's gonna be.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] OK, um, um, and that'll be over in just uh give me a few minutes. You should receive that fax and then thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] That