AccountId: 011433970860
ContactId: 094e78f3-5735-45ae-9792-dd9f1f468fd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114459 ms
Total Talk Time (AGENT): 57725 ms
Total Talk Time (CUSTOMER): 39030 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/094e78f3-5735-45ae-9792-dd9f1f468fd5_20250127T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to see if a member has dental insurance.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, he gave me two numbers. The first one is 02479123.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let's try that and see what we get here one sec.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So,
[AGENT][NEUTRAL] It looks like the member does have a dental policy. It is a different number.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes ma'am, what's that member ID?
[AGENT][NEUTRAL] That member policy number is 02479094.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the effective date on this is [PII] and if you need, we can also send a fax back with a breakdown on benefits.
[CUSTOMER][NEUTRAL] Yes ma'am, um, will it be out of network benefits on that breakdown as well?
[AGENT][POSITIVE] Yes, absolutely. Uh-huh.
[CUSTOMER][NEUTRAL] OK, yes ma'am, can I please get a fax of that?
[AGENT][POSITIVE] Absolutely. What's a good fact?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, it's fine.
[AGENT][NEUTRAL] OK. All right, so that.
[CUSTOMER][NEUTRAL] And then he is still active, right?
[AGENT][POSITIVE] Yes, correct, uh huh.
[CUSTOMER][NEUTRAL] Currently active? OK, yes ma'am.
[AGENT][POSITIVE] Alright, anything else I can check on for you?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.