AccountId: 011433970860
ContactId: 59b30e48-fdde-42ba-a9ad-82b732f822d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169130 ms
Total Talk Time (AGENT): 76691 ms
Total Talk Time (CUSTOMER): 30402 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/59b30e48-fdde-42ba-a9ad-82b732f822d4_20250428T13:55_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Joplin Children's Dentistry. I just have a patient I was needing to verify dental coverage on.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify dental eligibility and get a faxed back of benefits for the member.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things and first off, what is a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02502109.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments, please, to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is the patient's name, please, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so he had been this, uh, excuse me, he had been a dependent on this policy, [PII], but this policy is no longer active. This policy, excuse me, this policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this policy turned as of [PII].
[AGENT][NEUTRAL] And there is no other active coverage for him with APL at this time.
[CUSTOMER][POSITIVE] OK, that's all I needed then thank you for your help.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. So if that's all I can help you with, and thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.