AccountId: 011433970860
ContactId: 41954412-8649-497c-921d-0992135b97a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157660 ms
Total Talk Time (AGENT): 70221 ms
Total Talk Time (CUSTOMER): 38084 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/41954412-8649-497c-921d-0992135b97a8_20250318T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you um I'm calling from a dental provider's office to locate a patient's policy for their benefits.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to help you with the member's benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Alright, and A, may I have the, oh, you said you need to, you need the member's policy number.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, well, I have the social. I don't have like a certain ID number besides the social.
[AGENT][NEUTRAL] Oh, OK, that's OK. I can start you with the social. May I have the member's um social?
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I believe I just located the policy. Can you verify his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[AGENT][NEUTRAL] I'm actually showing that he doesn't have any active policies with us. The last dental policy that was active um was 2161996. That policy was effective from [PII].
[CUSTOMER][NEUTRAL] Oh OK alright well I will get back with the patient then.
[AGENT][POSITIVE] Alrighty. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alright well thanks so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.