AccountId: 011433970860
ContactId: 4b324dfa-edb0-4814-a635-53522f2d3706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147130 ms
Total Talk Time (AGENT): 68403 ms
Total Talk Time (CUSTOMER): 34698 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4b324dfa-edb0-4814-a635-53522f2d3706_20250325T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from a dental office. I just need to verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, yes, I wasn't sure if the patient had dental under this policy or if it was medical only. I just wanted to confirm.
[AGENT][POSITIVE] Oh yes, ma'am. I can help you with that. And what is a good callback number for you, please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 02550928.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII], and then it's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, this policy is a dependent on this policy, but this is a supplemental medical policy.
[CUSTOMER][NEUTRAL] OK, so there would be no dental coverage underneath it?
[AGENT][NEUTRAL] Uh no, the, any dental benefits, um, I can.
[AGENT][NEUTRAL] Give me just one moment and I can tell you dental evasion services are.
[AGENT][NEUTRAL] Including treatment, surgery, extractions, or X-rays are excluded unless it's resulting from an accident.
[AGENT][NEUTRAL] occurring while the covered person's coverage is in force in for months of such accident or it's due to a congenital disease or anomaly of a newborn.
[CUSTOMER][POSITIVE] OK, alright, well then that was all that I needed thank you.
[AGENT][POSITIVE] OK, well, you're welcome. So if that's all I can help you with, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Yes, you too, thank you.
[AGENT][POSITIVE] Uh-huh, thank you. Bye-bye.