AccountId: 011433970860
ContactId: 269c466f-86eb-4fa9-95a4-6bd44207b084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88400 ms
Total Talk Time (AGENT): 45200 ms
Total Talk Time (CUSTOMER): 29909 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/269c466f-86eb-4fa9-95a4-6bd44207b084_20250116T15:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, I wanted to see eligibility and benefits for a patient here.
[AGENT][NEUTRAL] I can help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see, thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yeah 02051955.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you very much. Um.
[AGENT][NEUTRAL] It looks like the policy went into effect on [PII]. It is active. Now these policies have $1500 for calendar year as the maximum. That's just the verification of the benefits, not a guarantee of payment. Is there anything in particular that I can tell you about the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I just wanted to know if this was active and then for dental, correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] And then am I able to get a fax by any chance?
[AGENT][NEUTRAL] Yes, of course, and what is your fax number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm gonna have this for you in just a moment. Is there anything else I can do while we're on the phone?
[CUSTOMER][NEUTRAL] Nope, that should be all.
[AGENT][NEUTRAL] OK, I'll have this faxed for you in just a moment. My name is [PII]. Do you have any questions, otherwise, thank you for contacting AP. Have a good.