AccountId: 011433970860
ContactId: 056dc841-5562-46d0-9891-7dbc500663da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112290 ms
Total Talk Time (AGENT): 45037 ms
Total Talk Time (CUSTOMER): 37941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/056dc841-5562-46d0-9891-7dbc500663da_20250103T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there. This is [PII]. I'm looking for dental benefit for my patient.
[AGENT][NEUTRAL] I'm sorry, your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], what is your callback number if disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] 01822695.
[AGENT][NEUTRAL] Thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you very much for that verification process and you're calling for benefits for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can assist you with that. Uh, the member is the policy holder with an effective date of [PII], and this policy shows active. This plan follows UCR, usual customary and reasonable rates.
[CUSTOMER][NEUTRAL] OK. And do you provide out of benefit for this patient?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, do you provide, uh, sorry.
[CUSTOMER][NEUTRAL] Does this patient have any termination date?
[AGENT][NEUTRAL] Uh, the policy shows currently active.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. The policy is active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And what is the group name?
[AGENT][NEUTRAL] OK, Universal Trucking is a group name.
[CUSTOMER][NEUTRAL] OK. And uh may I know the provider is in or out of network?
[AGENT][NEUTRAL] There's no provide for network for this plan. It follows UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what will be the group number?
[AGENT][NEUTRAL] 17626.