AccountId: 011433970860
ContactId: 66d1a1f2-9c3a-493f-951b-21fcae053d22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126239 ms
Total Talk Time (AGENT): 61897 ms
Total Talk Time (CUSTOMER): 40419 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/66d1a1f2-9c3a-493f-951b-21fcae053d22_20250103T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, yes, I was just calling to verify um eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I'll be glad to help you go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] The member's name or my name?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] And I'll
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], member's policy number.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 229-6334
[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] [PII]
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] All right, [PII], thank you for all that information. Now what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is um [PII].
[AGENT][NEUTRAL] Oh, it looks like [PII] is a dependent. Excuse me, child, on this dental plan. I do show the original effective date is [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 fax back a benefit. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, go ahead with the good fax number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Alright, [PII], give me about 5 minutes and you'll get that fax back a benefit. It's gonna tell you have a code covered and how it is covered, and that is not all I can help answer for you today, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hi [PII], thanks for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.