AccountId: 011433970860
ContactId: 327c1bdf-b184-45dc-8618-6e814f8e5ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274500 ms
Total Talk Time (AGENT): 71895 ms
Total Talk Time (CUSTOMER): 87433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/327c1bdf-b184-45dc-8618-6e814f8e5ff7_20250205T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] at a provider's office for dental. I was just calling to check eligibility on some patients.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need to go call back number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, 01602174.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me get that policy number one more time, please.
[CUSTOMER][NEUTRAL] OK, I've got 06 I'm I'm sorry I'm sorry 01602174. I apologize.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You said that was 01.
[AGENT][NEUTRAL] 602174
[CUSTOMER][NEUTRAL] Yeah, but that's now I'm finding her card and that's not right, so I don't somebody put it in the computer wrong. I'm sorry, OK, her card says 00602174.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know how that got
[CUSTOMER][POSITIVE] Crazy, goodness gracious.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I found her in our system and please verify her name and date of birth one more time.
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active, and for the fee schedule and list of all the benefits, I can fax that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I was just gonna verify that, I'm sorry, I was just gonna verify that her spouse was also active on the policy.
[AGENT][NEUTRAL] And you have
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And please verify his name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yes, ma'am. He is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I needed.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it, thank you so much for your help.
[AGENT][POSITIVE] OK, I thank you again, [PII], for calling ATL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye.