AccountId: 011433970860
ContactId: 40cccbf8-5fad-45a3-b835-0b267775daa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110830 ms
Total Talk Time (AGENT): 31040 ms
Total Talk Time (CUSTOMER): 67388 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/40cccbf8-5fad-45a3-b835-0b267775daa3_20250220T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling you from Ultima Dental. I was calling to verify, um, eligibility for one of my patients.
[AGENT][POSITIVE] I can help with that thank you. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]
[AGENT][NEUTRAL] And your callback number please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I'm looking at the group number. Can I give you her social, the um, the card.
[AGENT][NEUTRAL] Do you have the card in front of you?
[CUSTOMER][NEUTRAL] Yeah, where is it? Where do you, where do I see the policy number?
[AGENT][NEUTRAL] OK, it may say policy certificate number, policy number.
[CUSTOMER][NEUTRAL] Do you see your policy number?
[CUSTOMER][NEUTRAL] No, I'm seeing short I see coverage employment and spouse and I see the group number effective date plan in hospital or outpatient.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient is 02258741 MLA uh the number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you so much one moment.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you and you're calling for dental or medical benefits please, are you?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, um, this member has a medical policy does not cover dental.
[CUSTOMER][NEUTRAL] OK, so there's no dental under this policy. OK, I'll let him know. Thank you.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL bye.