AccountId: 011433970860
ContactId: fc95dc8f-6289-4d82-89a1-e6cabeedbc82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202020 ms
Total Talk Time (AGENT): 51280 ms
Total Talk Time (CUSTOMER): 78027 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/fc95dc8f-6289-4d82-89a1-e6cabeedbc82_20250502T14:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I need the benefits, please.
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm good, ma'am. How are you?
[AGENT][NEUTRAL] Good. And are you needing benefits or claim status?
[CUSTOMER][NEUTRAL] Uh, for the benefits, ma'am, I just need some few questions.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Great, do you have the callback number?
[CUSTOMER][NEUTRAL] You should you call the number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] The policyholder's name is the number is 0255.
[CUSTOMER][NEUTRAL] 8130.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] I it was just
[AGENT][NEUTRAL] OK, and how can I help?
[CUSTOMER][NEUTRAL] Uh, ma'am, but the patient is enrolled to this plan?
[AGENT][NEUTRAL] What is the total for the plan?
[CUSTOMER][NEUTRAL] No, no, no. The plan, what I'm trying to say is patient is enrolled to this plan.
[AGENT][NEUTRAL] The patient is covered under the plan. I'm sorry, I can't understand.
[CUSTOMER][NEUTRAL] Uh, the patient is enrolled to this policy?
[AGENT][NEUTRAL] She's on the policy.
[CUSTOMER][NEUTRAL] OK. So, what about the person?
[CUSTOMER][NEUTRAL] Yeah, OK. And what about the percentage and the frequency of 208?
[AGENT][NEUTRAL] Percentage on the plan?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh it's not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So, preventative services pay 100%.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And what about 1208 for fluoride?
[AGENT][NEUTRAL] Um, I don't show that code club covered under the plan.
[CUSTOMER][NEGATIVE] So it's not covered.
[AGENT][NEUTRAL] Our that code.
[CUSTOMER][NEUTRAL] And 1, OK. And 1351?
[AGENT][NEUTRAL] It's under preventative and max 1 for 36 months.
[AGENT][NEUTRAL] Children under [PII].
[CUSTOMER][NEUTRAL] OK. OK. And
[CUSTOMER][NEUTRAL] 1354
[AGENT][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] 1516
[AGENT][NEUTRAL] Not covered?
[CUSTOMER][NEUTRAL] OK. And also, this is not close to this policy, right?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, OK. Can I get a call reference number?
[AGENT][NEUTRAL] It's my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. And today's date, OK.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you, ma'am.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Bye-bye.