AccountId: 011433970860
ContactId: ee72d319-1c83-408c-ba5d-fec37f7cefe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209089 ms
Total Talk Time (AGENT): 69514 ms
Total Talk Time (CUSTOMER): 63165 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ee72d319-1c83-408c-ba5d-fec37f7cefe4_20250421T12:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to verify dental benefits for a patient.
[AGENT][POSITIVE] Of course I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] 02566778.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] OK, well we got you take care of that. Tell them we got it up.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what benefits are you looking for?
[CUSTOMER][NEUTRAL] Dental benefits.
[AGENT][NEUTRAL] OK, do you wanna know the calendar year max?
[CUSTOMER][NEUTRAL] What's the name of the plan? I'll see if I have it in the system.
[AGENT][NEUTRAL] It is, they have a D4 hold on.
[AGENT][NEUTRAL] Uh D4 FFS.
[AGENT][NEUTRAL] It's UT UTBA.
[CUSTOMER][NEUTRAL] OK, is this an individual plan?
[AGENT][NEUTRAL] Uh, no, it looks like it's a, yeah, it's through an employer, it's a group plan, Universal Trucking.
[CUSTOMER][NEUTRAL] Or through an employer.
[CUSTOMER][NEUTRAL] Let me see if it's in here. Universal trucking.
[CUSTOMER][NEUTRAL] OK, what's the mailing address for claims? Is it [PII]?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] No, uh, for claims it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Together
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7 I'm off [PII].
[CUSTOMER][NEUTRAL] Do you have a way to fax the benefit breakdown? I don't, I think this might be a new plan for us.
[AGENT][NEUTRAL] Oh, of course, yeah, I can fax that to you. Uh, what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8150076
[AGENT][POSITIVE] All right, I'll send that right over to you. Is there anything else I can help you with while I have you on the phone?
[CUSTOMER][POSITIVE] No, that's all I appreciate it.
[AGENT][POSITIVE] Yeah, of course. Well, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK. Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye.