AccountId: 011433970860
ContactId: 5c7a5692-eb4d-4916-9977-46ff83754a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90010 ms
Total Talk Time (AGENT): 56460 ms
Total Talk Time (CUSTOMER): 27401 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/5c7a5692-eb4d-4916-9977-46ff83754a48_20250107T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm trying to see if a patient is still active on their dental plan.
[AGENT][POSITIVE] Yes, ma'am. I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. Policy number is going to be 617357.
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now your patient's name and date of birth today, please.
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Looks like [PII] is a dependent spouse on this dental plan, original effective date. [PII], patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to try to find out and make sure the patient is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, and are you needing a back back a benefit today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] All righty. Well, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be it. Thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you too bye.
[AGENT][POSITIVE] Thank you ma'am bye bye.