AccountId: 011433970860
ContactId: 1a4ae50e-d947-405d-a13d-d113809f42bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 66077 ms
Total Talk Time (CUSTOMER): 32967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1a4ae50e-d947-405d-a13d-d113809f42bd_20250224T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see about um if there was any um dental insurance for a patient of ours.
[AGENT][NEUTRAL] OK, so you're just wanting to verify if a member has an active policy with APO for dental, is that correct? Or are you also needing a lack of benefits that they do?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, both.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can help you with those things. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02581629.
[AGENT][NEUTRAL] OK, thank you [PII], give me just a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, so it's [PII], and it's her birth date is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so this policy, she is the spouse on this policy, but this policy is not a dental policy, [PII]. This is a supplemental medical policy.
[AGENT][NEUTRAL] To their primary health care insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and they do not have a dental policy with APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome. So is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.