AccountId: 011433970860
ContactId: 1de90105-0211-4008-b658-d9ec9e532d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319279 ms
Total Talk Time (AGENT): 65204 ms
Total Talk Time (CUSTOMER): 87510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1de90105-0211-4008-b658-d9ec9e532d37_20250320T19:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, yeah, um, I'm calling from a from a dental provider just needing to verify eligibility.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] Uh, what was that again? I'm sorry.
[AGENT][NEUTRAL] Um, what was your name and do you have a callback number?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK, [PII], I can verify eligibility for you. Do you have the policy number?
[AGENT][NEUTRAL] For the patient?
[CUSTOMER][NEUTRAL] So I have the um let me see.
[CUSTOMER][NEUTRAL] I have this social but let me try this one ID number um [PII].
[AGENT][NEUTRAL] OK, and what was that?
[AGENT][NEUTRAL] Patient date of birth.
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] And uh patient name?
[CUSTOMER][NEUTRAL] It's [PII] and then that's [PII].
[AGENT][NEUTRAL] And do you just need eligibility or do you need benefits well?
[CUSTOMER][NEUTRAL] Um, benefits as well, and it's actually for, um, 2 dependents on his plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what were the dependent names and date of birth?
[CUSTOMER][NEUTRAL] Yeah, um, the first one is gonna be [PII].
[CUSTOMER][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Is [PII] and then for [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, it looks like they are effective, uh, [PII], and they're currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see and then um what is the maximum on the plan?
[AGENT][NEUTRAL] Um, it's not a guarantee of payment, just a basic outline of the policy. Let me pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting that pulled up. If you'll just bear with me.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, it looks like they have a calendar year maximum of 500.
[AGENT][POSITIVE] Percovered insured.
[CUSTOMER][NEUTRAL] 500. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, are you able to send a fax back a benefits?
[AGENT][POSITIVE] Absolutely, yes, what is the fax number?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And do I need to put that to your attention?
[CUSTOMER][NEUTRAL] Um, no, that's OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, uh, just give me a few moments and I'll get that sent your way.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Uh, no, that is it.
[AGENT][POSITIVE] OK, thank you for calling APL you have a terrific day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mm