AccountId: 011433970860
ContactId: 1db095ca-ef86-4e2e-953a-fef458bdbf4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207160 ms
Total Talk Time (AGENT): 86094 ms
Total Talk Time (CUSTOMER): 52021 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1db095ca-ef86-4e2e-953a-fef458bdbf4c_20250508T18:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to verify a patient's, um, dental policy and check some procedure codes.
[AGENT][NEUTRAL] OK, so you're needing to get eligibility and do you wanna fax back of the members benefits that would have all the codes on there?
[CUSTOMER][NEUTRAL] Um, yes, I would.
[AGENT][NEUTRAL] That's covered under their plan? OK, yes ma'am, I can help you with those things and so first off, who am I speaking with please?
[CUSTOMER][POSITIVE] Yeah, that would be perfect.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Hello. I could, if you said anything, no, ma'am, I could not. I can hear you now.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh sorry about that, yeah, my name's [PII].
[AGENT][NEUTRAL] OK, [PII]. Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's 613-281.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And any information toy that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, now we do not have her name as [PII].
[CUSTOMER][NEUTRAL] Yes, she
[AGENT][NEUTRAL] Matching that date of birth.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let's
[AGENT][NEUTRAL] Does she spell [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. That does not match our records. I was just wondering if maybe it was spelled differently, but.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] It's under [PII] as the policy holder?
[AGENT][NEUTRAL] He is the policy holder, but we do not have anyone by the name of [PII].
[AGENT][NEUTRAL] On the plan.
[CUSTOMER][NEUTRAL] OK, um, OK, I'm gonna give her a call and ask her.
[AGENT][NEUTRAL] The, I, I would just recommend verifying. Yes, ma'am, cause again, just let her know that her dental, you know, once you do speak to her, what, that's not how she's listed on his policy.
[CUSTOMER][POSITIVE] OK, got you. I will check back with her and give you a call back.
[AGENT][NEUTRAL] OK, well thank you um for calling APL. Is there anything else at the moment, [PII], I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think that's it.
[AGENT][POSITIVE] OK. Well then, thank you again and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Uh huh you're welcome. Bye bye. Thank you.