AccountId: 011433970860
ContactId: 04247cd4-1793-442d-ae24-8d8a5b9e7060
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79830 ms
Total Talk Time (AGENT): 38141 ms
Total Talk Time (CUSTOMER): 30103 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/04247cd4-1793-442d-ae24-8d8a5b9e7060_20250311T15:26_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] Hi [PII], my name is [PII]. I'm calling with Heights Dental Center. I'm trying to figure out if a patient has dental coverage under this plan.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02573090.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And you said this was for dental, correct?
[CUSTOMER][POSITIVE] It is yes.
[AGENT][NEUTRAL] OK, the reason I'm asking is because the policy policy number is for her uh secondary medical policy, so there's no dental coverage under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I thought so. I just wanted to be sure thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, not a problem, thank you.
[AGENT][POSITIVE] Alright, [PII]. Well, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.