AccountId: 011433970860
ContactId: d88ad06f-e804-4f97-935f-c3084ff8127e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322899 ms
Total Talk Time (AGENT): 172041 ms
Total Talk Time (CUSTOMER): 131835 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d88ad06f-e804-4f97-935f-c3084ff8127e_20250314T15:42_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, this is [PII] at smiles in Cypress Point. I was reaching out to get benefits for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with dental benefits. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01888265
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and then I'm sorry [PII].
[AGENT][POSITIVE] All right, thank you. It'll be my pleasure. I love that. Thank you. I needed that little chuckle. Thanks, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] I can help you with benefits for [PII].
[AGENT][NEUTRAL] I'm showing her policy is active. Is that a her or him?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It's a her. OK, I've got a her. OK.
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] Her policy is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Can, um, we fax benefits.
[AGENT][NEUTRAL] I'm working on that for you right now, fixing to offer that as well, and on this breakdown you're gonna get the calendar, your max, deductibles, frequencies, limitations. They'll also have our billing information now she, uh, the policy does not participate in the network. We pay a percentage of UCR.
[CUSTOMER][POSITIVE] Awesome, please.
[CUSTOMER][NEUTRAL] you know OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The group name and number will not be listed on the breakdown, which I can provide if needed.
[CUSTOMER][NEUTRAL] It looks like I got a group number 14585.
[AGENT][POSITIVE] You got it.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] Give me just a minute. I'm working on getting that fax for for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, come on, come on computer.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Where are you stationed at?
[AGENT][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] right outside of [PII]. I would rather be in [PII].
[CUSTOMER][NEUTRAL] Uh, I'm in [PII].
[CUSTOMER][POSITIVE] It's gonna be a nice 78 today, so I'm gonna head to the beach after this so.
[AGENT][NEUTRAL] Oh, no, you didn't have to go there, [PII].
[CUSTOMER][NEUTRAL] I know, I know the upper states too, and in between, uh, the two, actually your state and ours, they're gonna get slammed with some storms today.
[AGENT][NEUTRAL] Yeah, we're working on that tonight and tomorrow.
[CUSTOMER][NEUTRAL] Mm mm mm mm Sunday we got some rain.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] I'm a little on edge.
[CUSTOMER][NEUTRAL] Yeah, I don't blame you. It's
[AGENT][NEUTRAL] But you know if
[CUSTOMER][NEUTRAL] We just got hit by a tornado, um, not us directly, but like an hour from us got hit by a tornado on what was it Tuesday, Wednesday they got, uh, it's the F2.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's nothing to play with. That's why I like, I see, I'd rather be on the beach and have hurricanes cause you can run. You got time to run.
[CUSTOMER][NEUTRAL] Yeah you know.
[AGENT][NEUTRAL] The tornado, you
[CUSTOMER][NEUTRAL] I've been through all of them.
[AGENT][NEUTRAL] Have you
[CUSTOMER][NEUTRAL] The worst that happens, yeah, the worst happens is you just lose power. I mean, last one they a bunch of stuff got thrown at the house, but they build the houses now to where like if if a branch hits a window it's gonna break, but a lot of these houses can withstand hurricanes now, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's why I would, you know, give me the beach and hurricanes. I can either run or I can stay and swim if I need to.
[CUSTOMER][NEUTRAL] You do have to be prepared to swim. That's cheerful. My whole street was flooded.
[AGENT][NEUTRAL] Oh, was it?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the tornado, you just don't know. And all of a sudden it's, uh, I've never been through one, but I don't wanna go through one either. Wouldn't mind going through a hurricane. Just cause I'm a beach person. That's where I'm just a beach bum, you know, that's, that's me.
[CUSTOMER][NEUTRAL] It was knee deep.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And just experience one time, I probably would never do it again, but
[AGENT][NEUTRAL] I, I used to live in Mobile and I even came through, and we were like 6 weeks without water and power. That was a long time.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] But I managed it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] And it was in September, so it was kind of cooler at night, so that worked.
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][MIXED] Yeah, it's not terrible, but still.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what is that fax number, [PII]? I've got that ready for you.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and just to verify that fax number is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] It's on the way for you, [PII], you should be receiving it shortly.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][NEUTRAL] I hope you do too. I enjoyed the beach this afternoon. You bum. No, I'm just kidding.
[CUSTOMER][POSITIVE] I will, I will for sure, no worries.
[AGENT][POSITIVE] Thank you for calling APL [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] And