AccountId: 011433970860
ContactId: ffaa2f08-ad7c-4ee6-8fd1-4f8e37cc3190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143770 ms
Total Talk Time (AGENT): 72457 ms
Total Talk Time (CUSTOMER): 55103 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ffaa2f08-ad7c-4ee6-8fd1-4f8e37cc3190_20250513T15:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], my name is [PII]. I'm calling to see if I can get dental benefits for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the dental benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, sure. It is [PII] and then the policy number is 02603717.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] And did you need a copy of the fax back or did you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, if I could get a copy of the fax bag, it does provide full benefits, um, uh, including frequencies, correct?
[AGENT][NEUTRAL] Right, so you'll see the calendar year max, deductible, um, the percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it wouldn't be covered by the policy. Um, hold on one moment. I did check and see if there's any history on file. There is not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For this number, yeah. And what's a good fax number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that would be [PII].
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][POSITIVE] Uh yes you can.
[AGENT][NEUTRAL] Alright, and did you have any questions?
[CUSTOMER][NEUTRAL] Uh, no, no questions.
[AGENT][NEUTRAL] OK. Well, I'm faxing the fax back over to you now, so you should be receiving that shortly. Um, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.