AccountId: 011433970860
ContactId: 00c736f5-9f8f-45f3-a198-8340eee845a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162720 ms
Total Talk Time (AGENT): 63527 ms
Total Talk Time (CUSTOMER): 73279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/00c736f5-9f8f-45f3-a198-8340eee845a5_20250128T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm fine, thank you for asking. I was calling in regards to um a patient's dental benefits and eligibility, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, of course. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the patient's policy number.
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 609.
[CUSTOMER][NEUTRAL] 82
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. Um, and for a list of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] Oh yes, that'll be great. Thank you so much.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, perfect. Um, just quickly, uh, I was wondering, uh, has the patient met the deductible and used anything, um, for the year?
[AGENT][NEUTRAL] OK, let's see, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] No, I'm showing that all benefits are available. Um, nothing has been used so far this year.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK, thank you again, [PII], for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you so much for everything. I really appreciate all your help and I hope you have a great rest of the day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mhm. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.