AccountId: 011433970860
ContactId: 548e9132-9e18-49e2-91a8-ede206f70bad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159710 ms
Total Talk Time (AGENT): 79094 ms
Total Talk Time (CUSTOMER): 66044 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/548e9132-9e18-49e2-91a8-ede206f70bad_20250210T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Yale School of Dentistry to verify benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] I can check out the devo and benefits for you. Uh, what was your name? I'm sorry.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me see, yes, it's 023.
[CUSTOMER][NEUTRAL] 71422.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does not. This was the only policy she had with us.
[CUSTOMER][NEUTRAL] OK, [PII]. May I have um the claims address for dental benefits?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure, um, it is, yes, it is uh [PII].
[CUSTOMER][NEUTRAL] For dental?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've also got a uh fax number and a payer ID if you'd like for you.
[CUSTOMER][NEUTRAL] OK, yes ma'am. Payer ID and fax number.
[AGENT][NEUTRAL] Yes, so the pair ID is 60801.
[AGENT][NEUTRAL] And then the fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and uh when did the plan become effective?
[AGENT][NEUTRAL] Oh, let me see, give me just a moment.
[CUSTOMER][NEUTRAL] Think we have [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am that'll be all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.