AccountId: 011433970860
ContactId: 57dec9ed-76dc-4db2-9f87-fc75eaee1eae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129429 ms
Total Talk Time (AGENT): 65503 ms
Total Talk Time (CUSTOMER): 37857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/57dec9ed-76dc-4db2-9f87-fc75eaee1eae_20250130T13:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to verify benefits for patients.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] No, um, I have the ID number is 021-888-02.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And thank you, the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII]. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, for dental.
[AGENT][NEUTRAL] Dental. OK. Do you want the the schedule faxed over to you?
[CUSTOMER][POSITIVE] That would be fantastic.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy effective date is [PII]. The policy is active.
[AGENT][NEUTRAL] And the schedule of benefits is going to include the calendar maximum inductible and deductible information, frequencies, common limitations, exclusions, and it'll list each procedure code that's covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, under this plan.
[AGENT][NEUTRAL] And as far as the history, I'm showing a panel, [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And a limited oral evaluation done on the same day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you should receive it within the next 5 to 7 minutes. And did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] That is it for me. Do you wanna be able to get a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] And then [PII] perfect thank you so so very much you have a fantastic day.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.