AccountId: 011433970860
ContactId: 112b8582-8563-404c-963b-c906e24e8803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87919 ms
Total Talk Time (AGENT): 50034 ms
Total Talk Time (CUSTOMER): 26628 ms
Interruptions: 0
Overall Sentiment: AGENT=4.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/112b8582-8563-404c-963b-c906e24e8803_20250310T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII]. I'm calling with Great Expressions Dental Centers, and I just need to verify eligibility eligibility on a patient, please.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go and give me your policy number.
[CUSTOMER][NEUTRAL] It is 02506646.
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now while I'm pulling this information up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, [PII], thanks so much for that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you so much for that information. Looks like [PII] is the insured on this dental plan, original effective date is [PII]. Patient is still currently active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to verify benefits. Do you need to fax back a benefits?
[CUSTOMER][NEUTRAL] No ma'am we already have all that. I just need to make sure he has still had active coverage.
[AGENT][POSITIVE] Yes, ma'am, he did, and he does, and is that all I can help you with?
[CUSTOMER][POSITIVE] That is it, thank you.
[AGENT][POSITIVE] OK. Well, yes, ma'am, [PII], thanks for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.