AccountId: 011433970860
ContactId: e80b50c7-396c-498d-93dd-484c406bede0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218850 ms
Total Talk Time (AGENT): 109309 ms
Total Talk Time (CUSTOMER): 73518 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e80b50c7-396c-498d-93dd-484c406bede0_20250123T17:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling to verify dental benefits for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Absolutely. It is [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII] option number 2.
[AGENT][POSITIVE] And here, it would be a pleasure to assist you with that dental breakdown. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have policy number 02441212.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it is [PII] for her date of birth.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Now, I am showing that her policy is active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy does not participate in a network. We paid a percentage of UCR.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have a breakdown I can fax to you with the calendar year max deductibles, frequencies, limitations, billing information.
[AGENT][NEUTRAL] Are you interested in that?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Yeah that would be perfect.
[AGENT][POSITIVE] OK, let me just get that prepared for you. I'll get that.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] Well, if I can spell her name right, I'm so sorry.
[CUSTOMER][POSITIVE] You're OK. I feel that.
[AGENT][NEUTRAL] It's like my fingers are just like, is it Friday yet?
[CUSTOMER][NEUTRAL] Yes, I know it.
[AGENT][NEUTRAL] They're just all over the place today.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, now on the breakdown, it will not have the group name and number. Do you need that as well?
[CUSTOMER][POSITIVE] Oh yes please.
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][POSITIVE] Well I'm completing this.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The group number is 26107.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name?
[AGENT][NEUTRAL] Is Universal trucking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's Usher Transport.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what is that fax number? I'm ready for that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is 812.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to verify that fax number, I am sending this to [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] That is on the way for you and [PII] has no history on file.
[CUSTOMER][POSITIVE] Perfect awesome OK thank you so much.
[AGENT][POSITIVE] And [PII], it was my pleasure to assist you with that breakdown. Before you go, sir, anything else I can help you with?
[CUSTOMER][POSITIVE] I think that was everything thank you though.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a lovely day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.