AccountId: 011433970860
ContactId: 3883a40d-f096-4b7d-86d5-38897be72708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118919 ms
Total Talk Time (AGENT): 52507 ms
Total Talk Time (CUSTOMER): 49790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3883a40d-f096-4b7d-86d5-38897be72708_20250225T13:08_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] And thank you for calling EPR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, all right, [PII], my name is [PII]. I'm calling from a dental provider's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to see if um a patient's not sure if you are his medical provide I mean dental provider.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can assist you with um benefits and verifying that information. First, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. um, let's see. Do you have his social? I could try to look him up that way.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I have the policy number.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 01673465
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 01673465
[CUSTOMER][POSITIVE] Alright thank you you feel better.
[AGENT][NEUTRAL] OK, and please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. I do show one policy on file for him and it's for a secondary medical gap insurance. I don't see a dental policy on file.
[CUSTOMER][NEUTRAL] All medical only.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you. I appreciate it.
[AGENT][NEUTRAL] OK, thank you, Charity, for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, thank you again for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks