AccountId: 011433970860
ContactId: 12883c3c-9294-4b43-b438-d7abbb4f7a35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272480 ms
Total Talk Time (AGENT): 134299 ms
Total Talk Time (CUSTOMER): 79069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/12883c3c-9294-4b43-b438-d7abbb4f7a35_20250226T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of the dental office to check eligibility and benefits for a patient.
[AGENT][POSITIVE] Thank you, you say rent.
[CUSTOMER][NEUTRAL] Uh, no, it's [PII] like Princess Prince.
[AGENT][POSITIVE] Friends, OK. Thank you. I, I can help you. Do you have a policy number for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That would be 02568310.
[AGENT][NEUTRAL] So, 02566310.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, no, 02568310.
[AGENT][NEUTRAL] Oh, thank you. OK, give me one moment. Let me pull that up and you and I will do a quick verification. And are you calling to check on claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, uh, benefits, dental benefits.
[AGENT][POSITIVE] Benefits. I'm sorry. Thank you.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] All right. And the name of the patient, please.
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Wonderful, thank you. And the last bit of information. [PII], do you by chance have the uh their address, the patient's address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh. It's uh [PII].
[AGENT][NEUTRAL] Oh my goodness, they need to call us and update their address with us.
[AGENT][NEUTRAL] OK, so you are calling to verify benefits, that's correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, I'll tell you what, let me get.
[AGENT][NEUTRAL] Someone from the benefits department to assist us. Give me just a moment, let me see who's available.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] for me and that.
[CUSTOMER][NEUTRAL] It will be it will be for that.
[AGENT][POSITIVE] I do apologize for making you wait. I just wanna make sure I send you to the correct area.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, [PII], what I'm going to do is transfer you now so they can verify the benefits. I'll let them know that you and I have verified the date of birth and that the insured needs to call and update their address. Is there anything else I can assist you with before I transfer you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, that's all. Uh, you can transfer to mine.
[AGENT][POSITIVE] OK, well, thank you for calling APMri. You have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Oh well, you would be the one to get my call.
[AGENT][NEUTRAL] Hey, dear, I have a provider wanting to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, policy is 256-8310.
[AGENT][NEUTRAL] We verify the date of birth.
[AGENT][NEUTRAL] And um I the I let him know the insured does need to contact us to update their address.
[CUSTOMER][NEUTRAL] OK, and let's see and what's the provider's name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did they give you a callback number?
[AGENT][NEUTRAL] Well, I, I do apologize. I didn't ask, but I'll give you the one he's calling from.
[CUSTOMER][NEUTRAL] Oh, no, that's fine. I can ask him and it's for this uh Kia.
[AGENT][NEUTRAL] Yes, Aona Kia.
[CUSTOMER][NEUTRAL] Person.
[CUSTOMER][POSITIVE] OK, yeah, you can send it to me. I can get it from him.
[AGENT][POSITIVE] You are wonderful. Thank you, dear.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.