AccountId: 011433970860
ContactId: 5ef4c973-69c5-4aba-a838-211a6a59a99b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124260 ms
Total Talk Time (AGENT): 42960 ms
Total Talk Time (CUSTOMER): 74681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5ef4c973-69c5-4aba-a838-211a6a59a99b_20250108T19:21_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from a dental office and I'm trying to find out if um a member has coverage with you guys.
[AGENT][NEUTRAL] I can certainly look for benefits. Um, [PII], do you have a policy number that I can look up?
[CUSTOMER][NEUTRAL] Um, I do. Let me see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, oh gosh.
[CUSTOMER][NEUTRAL] They gave me of course it looks like the medical card um.
[CUSTOMER][NEUTRAL] So I don't know if you can get much from that. It basically the only policy numbers I have it says inpatient or in hospitals benefit or outpatient benefit. Do you know?
[AGENT][NEUTRAL] OK, yeah, that's fine. That's, yeah, let's look that up.
[CUSTOMER][NEUTRAL] OK, um, so it looks like it's 02304836 and then it has ML and then 8 for outpatient at the end or 7 for the inpatient?
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it is, uh, [PII], and her date of birth, uh, let me find her.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Its [PII].
[AGENT][NEUTRAL] And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. I appreciate that. Um, [PII], this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance for medical. Now, this does not have any dental benefits. Um, so this is strictly medical. Uh is there anything, yeah, is there anything else at all I can tell you about the policy? Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, nope, just that there's no dental dental benefits. Um, can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK great thank you [PII].
[AGENT][POSITIVE] Thanks for contacting AP. Have a good