AccountId: 011433970860
ContactId: 1e5d7170-42d7-432c-b6ba-95b37da0c5a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122949 ms
Total Talk Time (AGENT): 51721 ms
Total Talk Time (CUSTOMER): 41962 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1e5d7170-42d7-432c-b6ba-95b37da0c5a5_20250407T13:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Valley Dental. I am just needing to verify benefits for
[AGENT][NEGATIVE] Your phone went out [PII]. I didn't hear anything that you said after you provided me with your name.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from Valley Dental. Um, I'm just needing to verify benefits.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is that policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Let me see here. I don't have the policy number but I have the social.
[AGENT][NEUTRAL] And what is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the birthday is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling in regards to dental, so let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 250-177-8. It's 250-1778 and you're calling in regards to dental benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], this policy is a gap insurance which assists with deductible, co-pay and co-insurance for medical services only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So dental is not covered.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, I'll let her know thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.