AccountId: 011433970860
ContactId: 5ba0f83b-b50f-4887-993c-bceb555e52b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106839 ms
Total Talk Time (AGENT): 37007 ms
Total Talk Time (CUSTOMER): 54657 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5ba0f83b-b50f-4887-993c-bceb555e52b5_20250602T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Access Family Care Dental and Yoho, and I need your help verifying a member's coverage, please.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify eligibility and benefits for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, 02624681. So the policy number is like their member ID, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Hold on one second, I'm putting in this number you just told me about. OK, her name is [PII]. Her date of birth is um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it did not show her on this policy. Who are you showing as the policyholder or insured?
[AGENT][NEUTRAL] Versus
[CUSTOMER][NEUTRAL] Her mother is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I can give you Mrs. [PII]'s date of birth if that'll help you.
[AGENT][NEUTRAL] I know, I found her under that policy you gave, but it shows just an individual policy. I don't show any dependents on the plan.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. All righty. So I will inform the mom that um the daughter doesn't have it.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty thank you mm bye.
[AGENT][POSITIVE] You're welcome.