AccountId: 011433970860
ContactId: 314bd16a-376c-42c0-b3a9-305378cc4120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93910 ms
Total Talk Time (AGENT): 41950 ms
Total Talk Time (CUSTOMER): 34426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/314bd16a-376c-42c0-b3a9-305378cc4120_20250304T19:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm I'm calling from a dental office. I was trying to verify eligibility of benefits for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh first name is [PII], it's [PII] and callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure, it's 02578861.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, my patient would be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm actually showing only one policy on file, and the only policy on file is for Metlink, and that's um a medical insurance policy. There's no dental coverage under this policy.
[CUSTOMER][NEUTRAL] OK perfect that's what I thought I just had to double check.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope that's all thank you so much.
[AGENT][POSITIVE] OK, I thank you again, thank you for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.