AccountId: 011433970860
ContactId: 294e8dcb-3dac-4805-b50f-c4de34efa616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155889 ms
Total Talk Time (AGENT): 67144 ms
Total Talk Time (CUSTOMER): 48957 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/294e8dcb-3dac-4805-b50f-c4de34efa616_20250116T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, I'm just requesting verification of benefits for a patient that I'm seeing tomorrow.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. What is their policy number?
[CUSTOMER][NEUTRAL] I have a 612482.
[AGENT][NEUTRAL] OK, let me check this one moment.
[CUSTOMER][NEUTRAL] Uh, the policy is under [PII].
[AGENT][NEUTRAL] And you said it was 612482, correct?
[CUSTOMER][NEUTRAL] That's what I have, yes.
[AGENT][NEUTRAL] OK. Yeah, that's not bringing up anything. You said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Have a date of birth or social if that's helpful.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let's try his social. Sometimes that's quicker as far as plumb him up if you have that there.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] We haven't seen them in a while and so I don't know if this is still active or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for a medical or dental plan?
[CUSTOMER][NEUTRAL] It's a dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to confirm again, what was his date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient does have an active plan. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the effective date is [PII], and the member number I have.
[AGENT][NEUTRAL] It's 661 612428.
[CUSTOMER][POSITIVE] Yeah, you got a better number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, that's helpful. Um, is there any way I could just get a fax back of benefits?
[AGENT][POSITIVE] Yeah absolutely what's a good fax number?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] Nah, I'll get it.
[AGENT][NEUTRAL] All right. It is on its way. It should be there in about 5 minutes, all right?
[CUSTOMER][POSITIVE] Beautiful thank you so much.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too bye.