AccountId: 011433970860
ContactId: 2cf498de-0533-4003-b05d-96df571b5971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212570 ms
Total Talk Time (AGENT): 74433 ms
Total Talk Time (CUSTOMER): 82737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/2cf498de-0533-4003-b05d-96df571b5971_20250205T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of dental provider's office to check on benefits and eligibility of a patient on a recorded line. Can you please help me here with that?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Policy number, it's 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 258
[CUSTOMER][NEUTRAL] 8812.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, it's [PII]. Date of birth, it's [PII].
[AGENT][NEUTRAL] You were stating that you needed eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And would you like a fax back?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, may I have that fax number please?
[CUSTOMER][NEUTRAL] Sure. Fax number it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's to the attention of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And in regards to the eligibility, it shows that this policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, can you help me here with the group name and group number?
[AGENT][NEUTRAL] The group number is 70073.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the group name is Verssella a terror Services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if you don't mind, can you spell that for me, please?
[AGENT][NEUTRAL] It is spelled V E R S T E L A.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then A
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Interra T E.
[AGENT][NEUTRAL] R R A.
[AGENT][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And this plan runs on a calendar year plan or a policy plan.
[AGENT][NEUTRAL] This is a per calendar year.
[CUSTOMER][NEUTRAL] Thank you. And what will be the plan max and deductible?
[AGENT][NEUTRAL] OK. So are you wanting the fax back or you wanting me to give all the benefits over the phone? Because the fax back would disclose that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it will be there in the fax back, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what about the history?
[AGENT][NEUTRAL] Which type of history are you needing?
[CUSTOMER][NEUTRAL] Preventative history if there's any history?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It is showing that no benefits has been used.
[CUSTOMER][POSITIVE] OK, thank you so much. So there's no history, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect. So yeah, you can fax it over for that full dental breakdown here and yes, thank you so much for your help and your time and I hope you have a nice day. Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.