AccountId: 011433970860
ContactId: dd1aa384-9fb6-44f6-b496-7e38688eb7b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124680 ms
Total Talk Time (AGENT): 78145 ms
Total Talk Time (CUSTOMER): 38269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/dd1aa384-9fb6-44f6-b496-7e38688eb7b8_20250305T20:00_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm with Valley Park Dental Care and I was calling to check eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can help with eligibility and benefit. uh, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Is 02586225.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much. Uh, let's see what we have here.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] It looks like the policy went into effect on uh
[AGENT][NEUTRAL] [PII], it is active. Now, these policies have $500 per calendar year as a maximum. That's just the verification, the benefits, not a guarantee of payment, um.
[AGENT][NEUTRAL] And uh it uh covers basic, basic restorative and preventative services only. Now, I do have a fax back that I can send you or is there anything in particular I could tell you about this limited benefit policy?
[CUSTOMER][POSITIVE] Um, the fax back would be perfect.
[AGENT][NEUTRAL] OK, great. And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll go ahead and have this ready for you and uh once you get it, if you have any questions um uh then you can just contact us and let us know. Uh, it doesn't have um uh perio maintenance or endedontic uh services. Uh, everything that is listed on there uh is what is covered. So it's just, it's just very uh basic, um, but if you do have any questions, just let us know. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, just is there a waiting period at all?
[AGENT][NEUTRAL] Uh, there's no waiting period.
[CUSTOMER][POSITIVE] OK perfect no then I will just keep my eye out for the facts.
[AGENT][POSITIVE] OK, well, thank you for contacting AP. Have a good day.