AccountId: 011433970860
ContactId: 19bb9402-c245-448b-afe7-17547d20af9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120739 ms
Total Talk Time (AGENT): 62973 ms
Total Talk Time (CUSTOMER): 39760 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/19bb9402-c245-448b-afe7-17547d20af9c_20250127T17:52_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from Dragon Dentistry to verify patients dental benefits.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some benefits today, Ms. [PII]. And may I have your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the member's ID number?
[CUSTOMER][NEUTRAL] I have um 02578795.
[AGENT][POSITIVE] Wonderful. Give me just one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, Ms. [PII], and
[AGENT][NEUTRAL] May you verify for me that patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect and I do see [PII] here she is current and active with us. Let's see and you're looking for dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, and I'm so sorry. I said dental benefits. Is that you are, you're not looking for medical, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct, dental.
[AGENT][NEUTRAL] OK, so this insured, this policy she has with us is a medical policy.
[CUSTOMER][NEUTRAL] Oh, I see, OK.
[AGENT][NEUTRAL] Um, we are secondary, so if you have like her major medical on file and you have to process with major medical, we are secondary to her major medical.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Yeah, um, I'm just looking for the dental policy.
[AGENT][NEUTRAL] No worries. I know some dental offices will like request um your major medical to be on file, so maybe that's why she gave it to you, but I was just sorry.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh right now thank you for your help you have a good day.
[AGENT][POSITIVE] Oh it's my pleasure you have such a great day you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.