AccountId: 011433970860
ContactId: 24f42fc3-b9ce-489f-b10f-f7dc23bb5460
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108339 ms
Total Talk Time (AGENT): 28459 ms
Total Talk Time (CUSTOMER): 53291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/24f42fc3-b9ce-489f-b10f-f7dc23bb5460_20250508T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to verify eligibility for a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] I do. It is 02455048.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, uh, the policyholder is [PII], and [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] Speaking
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] It looks like this plan is effective [PII], and it's currently active.
[CUSTOMER][NEUTRAL] Thank you. Is there any way I can get any kind of breakdown of benefits from you guys or you can send me a fax back or something?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, this is a medical policy. Are you?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, this does not have dental.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] They are
[AGENT][NEUTRAL] Yeah, I don't show a dental policy on file.
[CUSTOMER][NEUTRAL] Sorry, we're
[CUSTOMER][NEUTRAL] OK perfect because we are a dental provider and dad sent us this card so thank you for verifying that. I will let them know this does not have dental benefits um.
[CUSTOMER][POSITIVE] As a part of the policy they selected, so thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.