AccountId: 011433970860
ContactId: 280a5255-56db-44ec-95c3-487d8738c931
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122349 ms
Total Talk Time (AGENT): 53808 ms
Total Talk Time (CUSTOMER): 47812 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/280a5255-56db-44ec-95c3-487d8738c931_20250214T18:37_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] from Park, um, I wanna get eligibility and frequency.
[AGENT][NEUTRAL] Sure, I can assist you with that. I didn't hear you in the beginning of the phone call. Could you repeat your name and where you were calling from?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm calling from Park View Orthodontics.
[AGENT][NEUTRAL] Thank you [PII]. Can I have a callback number for you and that policy number, and you say you will not sure calling for benefits eligibility and status or status of a claim.
[CUSTOMER][NEUTRAL] Uh, eligibility for benefits.
[AGENT][NEUTRAL] Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] And then I call back, yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the policy number is 02581726.
[AGENT][NEUTRAL] Thank you, [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], you said you're calling to verify benefits eligibility for dental services?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] This policy is a gap insurance to her medical insurance. Unfortunately we don't provide services for dental.
[CUSTOMER][NEUTRAL] OK, thank you. Can I just get like a reference number?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] We don't provide those, [PII].
[CUSTOMER][NEUTRAL] Yeah, can I get like a reference number?
[AGENT][NEUTRAL] You can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Oh OK, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful day bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. Goodbye.