AccountId: 011433970860
ContactId: 23a69659-de54-48a4-895f-7f533f10aa16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138610 ms
Total Talk Time (AGENT): 63543 ms
Total Talk Time (CUSTOMER): 52000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/23a69659-de54-48a4-895f-7f533f10aa16_20250513T19:58_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling API. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling to verify benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, 02616954.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, so effective date of [PII], he is active on the policy. Any general benefits or I can send you a fax back.
[CUSTOMER][NEUTRAL] Um, a fax back would be great. Do you also have a provider portal?
[AGENT][NEUTRAL] Um, we do have an online service center where providers can check claim status, but not like verified benefits.
[AGENT][NEUTRAL] And what's your fax number, Miss? OK. uh, what's your fax number, Miss [PII]? OK.
[CUSTOMER][NEUTRAL] OK, a fax back is fine.
[CUSTOMER][NEUTRAL] 270
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send that to you in a few moments. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, does that fax back give everything like missing tooth claws, waiting periods, uh, whether major pays on prep receipt and stuff like that?
[AGENT][POSITIVE] Uh, it does have the benefits, limitations, as well as frequency.
[CUSTOMER][NEUTRAL] OK, um, do the resins, crowns and bridges downgrade?
[AGENT][NEUTRAL] Well, major services are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, OK, and then my only other question is for 4341, do you all allow all four quads same day?
[AGENT][NEGATIVE] It's not covered.
[CUSTOMER][POSITIVE] OK, all right, that's all I needed then thank you.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APL have a great day.