AccountId: 011433970860
ContactId: 511f53bc-7935-43e6-8856-4bd1ade802f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170559 ms
Total Talk Time (AGENT): 71109 ms
Total Talk Time (CUSTOMER): 56037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/511f53bc-7935-43e6-8856-4bd1ade802f4_20250408T12:45_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from Curtis Family Dentistry. Um, I was just calling to see we have, um, a patient's family coming in, and they sent us their insurance card, but we're trying to figure out if they have dental insurance linked to this card or if it's just the health insurance that they gave us.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're just wanting to verify what type of policy it is, [PII], that they have with APL if it's just medical or if it's medical and dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and the policy number on the ID card that they gave you?
[CUSTOMER][NEUTRAL] It's 025816007.
[AGENT][NEUTRAL] OK, thank you one moment while I get that information pulled up please.
[CUSTOMER][NEUTRAL] Do you need anything else?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What um, what is the subscriber's name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII] and then last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] And then his birthday is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK great thank you for verifying that information.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Hi, so [PII], he is a subscriber on this policy. Now, this policy is a supplemental medical. It is not a dental policy.
[AGENT][NEGATIVE] And they do not have a dental policy with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Well, you're welcome. So is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[AGENT][NEUTRAL] Bye-bye.