AccountId: 011433970860
ContactId: 3a06257d-51a9-4ca7-ab98-8102007005af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135330 ms
Total Talk Time (AGENT): 83329 ms
Total Talk Time (CUSTOMER): 45241 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3a06257d-51a9-4ca7-ab98-8102007005af_20250324T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I was just needing to um check eligibility and benefits for a patient.
[AGENT][POSITIVE] Alright, I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] Alright, uh, my name is [PII] and the member's policy number is 02300258.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alrighty, [PII]. Thank you so much for all of that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Alright, it is, uh, [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information. [PII] looks like [PII] is the insured on this dental plan. They show his original effective date is [PII]. He is active and current, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to fax back a benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Give me a good fax number, [PII].
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright [PII], I'm gonna repeat that fax. I'm about to make sure that I'm keying this in correctly. That's area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, you should, you should receive this very detailed uh back back in just a couple of minutes. Now, if the procedure code is not on this fax, it's not covered here at all, so it has our mailing address, frequencies and all that good information on it, and is that all that I can help answer for you today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Yes, that will be it.
[AGENT][POSITIVE] All righty. Well, your fax is on the way then, and you have a great day and thanks for calling APO [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Uh bye.