AccountId: 011433970860
ContactId: d7e02f45-6ad1-47c0-877b-19d5a7823061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171300 ms
Total Talk Time (AGENT): 89059 ms
Total Talk Time (CUSTOMER): 51684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/d7e02f45-6ad1-47c0-877b-19d5a7823061_20250612T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. It's [PII] [PII]'s office. I need to verify dental benefits, please.
[AGENT][NEUTRAL] OK, well, I can help you with the dental benefits, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code is [PII].
[AGENT][NEUTRAL] And can you repeat your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 026-08707.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective, hold on one moment, since [PII]. And did you have questions about the fax back or you just needed a copy of it?
[CUSTOMER][NEUTRAL] Yes ma'am. Yes, could you fax it over, please?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, it'll come straight to me.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Are there any waiting periods though? OK, I'm sorry.
[AGENT][NEUTRAL] No, you're OK. I'm just waiting for the benefits to pull up here.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Give me one second I'm gonna take you to the.
[AGENT][NEUTRAL] So on the fax back, you'll see the calendar year max and deductible, all the percentages, uh, waiting periods, frequencies, exclusions, all three ways to file a claim. And then there's a list of covered codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, OK, OK.
[AGENT][POSITIVE] And then I checked. You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a.
[CUSTOMER][NEUTRAL] And you said there aren't any waiting periods?
[AGENT][NEUTRAL] Um, there is a waiting period, 12-month waiting period for major expenses.
[AGENT][NEUTRAL] So he'll be eligible um for those [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, are we in network? Could you?
[AGENT][NEGATIVE] There's no network for this policy.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you.
[AGENT][POSITIVE] All right, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye.