AccountId: 011433970860
ContactId: 43dd2d35-cc4b-44a0-a2c7-a5b2504c916e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117809 ms
Total Talk Time (AGENT): 63282 ms
Total Talk Time (CUSTOMER): 43707 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/43dd2d35-cc4b-44a0-a2c7-a5b2504c916e_20250224T15:39_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] Yes, I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02571333
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII] and I'm sure I didn't pronounce all that right so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, well, actually, we just have her as [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Makes it easy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I can help you with the eligibility, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes, it is dental. She's just doing some fillings today, restorative work, so.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem. She does her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now this is a limited dental policy. It does not cover major procedures, only preventive and basic.
[CUSTOMER][NEUTRAL] OK, so just doing um a filling?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Like a 2392 or something would be covered.
[AGENT][NEUTRAL] It would be under basic.
[CUSTOMER][NEUTRAL] OK, OK, and basic is how what percentage?
[AGENT][NEUTRAL] I'm checking to see if 2392, yeah, 2392 is covered. Um, the preventive is 100% and the basic is 80%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course I, I realized she only had 500 or so or.
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty then thank you very much.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] It's pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.