AccountId: 011433970860
ContactId: 0ac5d47b-e6e8-40be-b822-bc35a638900e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104069 ms
Total Talk Time (AGENT): 42040 ms
Total Talk Time (CUSTOMER): 51857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0ac5d47b-e6e8-40be-b822-bc35a638900e_20250505T17:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a dental provider's office just calling to make sure patients still active and eligible for dental benefits.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and policy number?
[CUSTOMER][NEUTRAL] Uh, contact number is [PII].
[CUSTOMER][NEUTRAL] Policy number is 01121133.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member is [PII] [PII], um, he's not my patient but he is the member.
[AGENT][NEUTRAL] All right, and all the all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, um, for everyone on the policy has been active since [PII].
[CUSTOMER][NEUTRAL] I mean the subscriber.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And um did you need like a copy of the fax back or you just needed the date?
[CUSTOMER][POSITIVE] No, just the um confirmation that they were that patient and that's including uh because my patient is [PII] [PII]. [PII]'s active as well, right? OK, perfect. That's all I needed. Thank you, thank you very much.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII] is active as well.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.