AccountId: 011433970860
ContactId: 273bfcd6-f3ef-43c9-bd53-4ff85e25321d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158199 ms
Total Talk Time (AGENT): 60371 ms
Total Talk Time (CUSTOMER): 70230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/273bfcd6-f3ef-43c9-bd53-4ff85e25321d_20250430T13:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good morning. My name is [PII] and I'm just calling to check on the patient's ortho benefits.
[AGENT][NEUTRAL] Orthodental
[AGENT][NEUTRAL] Like orthodontic.
[CUSTOMER][NEUTRAL] Yes, orthodontal. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Sure, not a problem. Let me just get that one for you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that, and I'll be more than happy to help you with the dental coverage. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, that would be, give me one sec, let me just.
[CUSTOMER][NEUTRAL] Policy number would be 1294041.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name would be [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and hold on one moment.
[AGENT][NEUTRAL] As of [PII], the only people covered on this policy is [PII]. Um, the children reach their age, um, they maxed out on the age for the policy, so this is an individual policy as of [PII].
[CUSTOMER][NEUTRAL] Mm, so what you're saying right now is the, um, [PII] is already removed from the policy, right? He doesn't have any coverage anymore?
[AGENT][NEUTRAL] On this policy, he may have insurance, but it's or she may have insurance, but it's not with, with this policy. This policy is only for [PII].
[CUSTOMER][NEUTRAL] Alright, so [PII], date of birth [PII] is the only one that's on the policy currently right now, which is he is also the subscriber, OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, since, um, alright, give me one sec.
[CUSTOMER][POSITIVE] Alright, since [PII] is the only one on the policy, I think that would be all. I'll just contact the member back. You do have a great day now bye bye.
[AGENT][POSITIVE] Thank you. You're welcome, [PII] and thanks for calling APL. Bye-bye.