AccountId: 011433970860
ContactId: 6927eccb-472a-4160-821a-6c5a9c29d983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135490 ms
Total Talk Time (AGENT): 58073 ms
Total Talk Time (CUSTOMER): 63283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/6927eccb-472a-4160-821a-6c5a9c29d983_20250325T18:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to get eligibility information, um, for a patient of ours.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] That service
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling with Doctor [PII]'s office, and our number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, the phone broke up. I heard [PII] and then [PII], I think.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's the last 4?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I don't have it. I have his social. His social is [PII].
[AGENT][NEUTRAL] OK. Oh, that's fine.
[AGENT][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] Oh, OK, hold on one moment.
[CUSTOMER][NEUTRAL] I see one.
[CUSTOMER][NEUTRAL] So 180 for a surgical extraction, so two of the issue.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here and what is the member's first and last name?
[CUSTOMER][NEUTRAL] The member is uh [PII] and you you said his date of birth?
[AGENT][NEUTRAL] Well, no, uh, yes, I'll need it, but is it for the medical or the accident policy?
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you.
[CUSTOMER][NEUTRAL] It's supposed to be for dental.
[AGENT][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] Do they have a dental policy?
[AGENT][NEUTRAL] Let me pull them up by yourself. Hold on one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't. And what's the date of birth?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this is him. All right, and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like with APL he only has accident and then the hospital indemnity policy. There's no, uh, he doesn't have dental with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, alright, that's all I needed to know.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.