AccountId: 011433970860
ContactId: e8aee45a-99a0-419e-9725-e93b8b31297f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169339 ms
Total Talk Time (AGENT): 54131 ms
Total Talk Time (CUSTOMER): 73580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e8aee45a-99a0-419e-9725-e93b8b31297f_20250127T23:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII]. I am calling from provider's office. I'm trying to get dental benefits, patients card says Carrington, but um it also says American Public Life Insurance.
[CUSTOMER][NEUTRAL] I'm trying to get dental benefits.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you. What's the policy number that you have?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let's see, policy number on this card.
[CUSTOMER][NEUTRAL] 02555612
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you so much. So the patient's plan is active. The effect date on this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you need [PII] we can also send a fax back with a breakdown of benefits on it.
[CUSTOMER][NEUTRAL] Is it not [PII] to see schedule?
[AGENT][NEUTRAL] It does participate, yeah, in the Carrington PPO network correct.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So, so what do, will you be sending me? Is it from the same plan?
[CUSTOMER][NEGATIVE] I'm a cancer.
[AGENT][NEUTRAL] Yeah, I mean, it should.
[CUSTOMER][NEUTRAL] You can send
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, is there anything else that you needed from us here today?
[CUSTOMER][NEUTRAL] No, I just need that because I, I, they sent me, uh, a fee schedule from [PII] for her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, that's all I need from you so I can see what you are sending me.
[AGENT][POSITIVE] OK, that is on its way. You have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Go.