AccountId: 011433970860
ContactId: 350907dd-b2e9-4019-addf-dcb229681cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164149 ms
Total Talk Time (AGENT): 61557 ms
Total Talk Time (CUSTOMER): 46066 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/350907dd-b2e9-4019-addf-dcb229681cf6_20250422T17:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm going to dental. How are you?
[AGENT][NEUTRAL] I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] And [PII], give me just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, yes, ma'am. Can you get your name for me? I'm sorry, I'm not understanding what you were, what you said.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so my name is [PII] and I'm calling you from Navain Dental.
[CUSTOMER][NEUTRAL] Can you hear me this time?
[AGENT][POSITIVE] Yes, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, so I'm calling you to check eligibility for a patient.
[AGENT][POSITIVE] I can. How can I help you?
[AGENT][NEUTRAL] OK. Are you needing a fax back of benefits as well for the member? You said this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 550835.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] The birth is [PII] and the name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, thank you, and again, any information that I do provide for you K will be a verification of the.
[AGENT][NEUTRAL] That's not a guarantee of payment. So this policy is not a dental policy. This is a supplemental medical policy.
[CUSTOMER][NEUTRAL] It just medical then.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Well, you're welcome. And is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] And