AccountId: 011433970860
ContactId: dcfbdceb-f611-4a0c-b2f7-fa4d657b54af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213139 ms
Total Talk Time (AGENT): 82677 ms
Total Talk Time (CUSTOMER): 87460 ms
Interruptions: 2
Overall Sentiment: AGENT=3.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/dcfbdceb-f611-4a0c-b2f7-fa4d657b54af_20250129T15:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi I was calling to verify dental benefits for a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with some dental benefits today. May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you very much Ms. [PII] and what's the member's ID number today?
[CUSTOMER][NEUTRAL] I have 02560624.
[AGENT][NEUTRAL] Alright, give me 1 2nd to get that pulled up for you.
[AGENT][NEUTRAL] Alright and this [PII] with would you be able to verify for me the insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Alright, and I might have taken down that policy number wrong. Would you mind giving it to me one more time?
[CUSTOMER][NEUTRAL] 02560624
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She
[AGENT][POSITIVE] Yes I definitely took that down wrong. I'm so sorry about that. One second.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for your patience and [PII]'s date of birth one more time, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much and I do show [PII] here is current and active. Are you wanting a fax back of benefits sent your way?
[CUSTOMER][NEUTRAL] What's included on the fax back? Does it break down frequencies, limitations?
[AGENT][POSITIVE] Absolutely it's a comprehensive fax back.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, yeah, let's go ahead and do that it's 574.
[CUSTOMER][NEUTRAL] 277-8108.
[AGENT][NEUTRAL] 5742778108
[CUSTOMER][NEUTRAL] 528.
[CUSTOMER][NEUTRAL] Yes, and can I also, I'm sorry, go ahead.
[AGENT][NEUTRAL] And would that be made attention to yourself? Oh, would that be made attention to yourself? OK, and what else for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] Can you just verify that his daughter [PII] is on the policy as well? Her birthday is [PII].
[AGENT][NEUTRAL] Yes, she is on that policy. She is current and active.
[CUSTOMER][NEUTRAL] And is there orthodontics on the policy?
[AGENT][NEUTRAL] Um, I don't believe so, but, um, I'm working on pulling up that fax back for you real quick, so let me double check.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] You having a wonderful day, Miss [PII]?
[CUSTOMER][MIXED] Um, I'm not gonna go as far as to say it's wonderful, but
[CUSTOMER][NEUTRAL] Working and I'm here it's all we can ask for.
[AGENT][POSITIVE] Well, it's still early, so maybe we can turn it around for you.
[CUSTOMER][POSITIVE] Right, still early my that's right.
[AGENT][NEUTRAL] All right, so there is no orthodontic treatment on this policy that is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty I will let them know thank you so much for your help today.
[AGENT][POSITIVE] Oh yes it's my pleasure thank you so much for calling us at ATL and I hope you have such a fabulous day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.