AccountId: 011433970860
ContactId: 5f2f5f34-0557-4ede-a6a1-03f513713fe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201979 ms
Total Talk Time (AGENT): 78360 ms
Total Talk Time (CUSTOMER): 56303 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5f2f5f34-0557-4ede-a6a1-03f513713fe5_20250402T20:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, good afternoon, this is [PII] from Old Kent Dental Care. I'm just trying to verify dental eligibility on a patient, please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Would that be the subscriber ID number?
[AGENT][NEUTRAL] Um, it might, it, it should say in hospital or outpatient policy er number.
[CUSTOMER][NEUTRAL] Oh no ma'am, uh, dental, um, I'm calling for dental eligibility.
[AGENT][NEUTRAL] OK, so it'll just say policy er number.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] OK, so 00 I have 007.
[CUSTOMER][NEUTRAL] 04354
[AGENT][NEUTRAL] OK, that looks like, hold on one second. And do you mind if I place you on just a brief hold while I search for the policy? OK, hold on one moment. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh huh thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for holding. I apologize for that wait. So I have the um policy here. I just need you to verify the first and last name and date of birth.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, so the, um, the patient is actually [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I see him here and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII] of, I'm sorry.
[AGENT][NEUTRAL] [PII]. And um what benefits did you want to go over the fax back or you just needed a copy?
[CUSTOMER][NEUTRAL] Um, hm.
[CUSTOMER][POSITIVE] I think we're good without anything as long as he's still active he's just coming in for a cleaning tomorrow if we need anything else we'll just buzz y'all back I think sound good?
[AGENT][NEUTRAL] OK. All righty. Well, was there anything else I can help with?
[CUSTOMER][NEUTRAL] OK, do you have a reference number for this?
[AGENT][NEUTRAL] Um, so this
[CUSTOMER][NEUTRAL] Yeah, just a reference number for the call uh huh.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, all right sweetie thank you have a good day.
[AGENT][POSITIVE] You're very welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.