AccountId: 011433970860
ContactId: 111cc6df-085b-466a-97c9-0a6117bb0338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151190 ms
Total Talk Time (AGENT): 47483 ms
Total Talk Time (CUSTOMER): 54392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/111cc6df-085b-466a-97c9-0a6117bb0338_20250325T17:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh hi, uh, my name is [PII]. I work for a dentist in [PII] and I have a patient has given me a card. I've tried to look it up online and I can't find it, so I just need to know if she's got dental benefits.
[AGENT][POSITIVE] I'd be happy to assist with allil today [PII] if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, I I can't hear you.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It is 02445585.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now, I'm showing that this policy actually lapsed [PII].
[CUSTOMER][NEUTRAL] OK, and then she gave me a letter.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me go back to it.
[CUSTOMER][NEUTRAL] Alright, it's a letter from 90 Degree Benefits.
[CUSTOMER][NEUTRAL] Um, about being the third party administrator for her policy for dental.
[CUSTOMER][NEUTRAL] Do I need to, do I need to call More Benefits? Who do I need to call?
[AGENT][NEUTRAL] For dental
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can hear your keyboard fine. I can't hear you at all.
[AGENT][NEUTRAL] That's all
[AGENT][NEUTRAL] It's uh the mic is closer to my mouth than it is to my keyboard. That's all.
[AGENT][NEUTRAL] OK, I have a number for them if you'd like to call them.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, so I'm gonna need to because that would be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the number for multiplan is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Mm bye bye.