AccountId: 011433970860
ContactId: d1e8cd44-3683-48ed-9e65-3e47eabcdad5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277170 ms
Total Talk Time (AGENT): 144122 ms
Total Talk Time (CUSTOMER): 82255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d1e8cd44-3683-48ed-9e65-3e47eabcdad5_20250514T16:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I knew that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have a, uh, insured on the line calling to check his benefit status. He wants to know if he has a waiting period.
[AGENT][NEUTRAL] OK. Must be for dental. OK, um, and what is his name and his policy number?
[CUSTOMER][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] His name is [PII] and his policy number is 2616159.
[AGENT][NEUTRAL] OK, let me pull him up. And you verified him.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes ma'am, he's fully verified and the callback number is the number listed in the system.
[AGENT][NEUTRAL] OK. All right. Let me pull in his policy real quick.
[AGENT][NEUTRAL] He's a SB low, so let me go low, low low.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] And he is.
[AGENT][NEUTRAL] Uh that.
[AGENT][NEUTRAL] He is big, so I need to find the big one.
[AGENT][NEUTRAL] Come on, pull it in.
[AGENT][NEUTRAL] It's just
[AGENT][NEUTRAL] Why is it spinning? Probably because it's the first time I opened the book this morning.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, you can go ahead and put him through.
[CUSTOMER][POSITIVE] All right, Ms. [PII], thank you so much. Here he comes.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team.
[CUSTOMER][NEUTRAL] Hey, how you doing To?
[AGENT][POSITIVE] I'm doing good. How are you doing this morning, sir?
[CUSTOMER][POSITIVE] Pretty good.
[AGENT][POSITIVE] Awesome so memory let me know that you are trying to check to see if you have a waiting period, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I do show that um.
[AGENT][NEUTRAL] You do not have a waiting period for and this is just to verify your benefit it's it's not a guarantee of payment you don't have a waiting period for preventative radiographs, basic or basic restorative. There's no waiting period for your policy.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so you said that was for preventative and what else?
[AGENT][NEUTRAL] Radiographs, FMX expenses is also another name for it. Basic expenses.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And basic restorative expenses, there's a 0 waiting period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, OK, I just, yeah, I just called in to the dentist and she was just letting me know, uh, that I, she didn't know if I had a waiting period for certain things, so I was just trying to check.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes sir and also if you wanna um have the dentist call.
[AGENT][NEUTRAL] Us, we can send them a fax with your benefits to verify your benefits for you if if if they would like to do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, so I'll give her a call back because um she said that I would have to make an appointment anyway, so I did tell her I would call her back and should I just give her the same number from my insurance card?
[AGENT][NEUTRAL] Yes sir, that's 261-615-9.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So yeah, I'll do that. I appreciate that because I definitely didn't know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] Is there um anything else or any other questions you may have for me, [PII] before we go?
[CUSTOMER][POSITIVE] Uh, not at the moment, but if I do, I would definitely call you guys back.
[AGENT][POSITIVE] Yes, please always feel free to pick up the phone. We'll help you all we can, sir.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][POSITIVE] Yeah we're back.