AccountId: 011433970860
ContactId: 7146fe0a-e80e-4852-82e3-a9fbbeed0bec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178070 ms
Total Talk Time (AGENT): 84799 ms
Total Talk Time (CUSTOMER): 82136 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/7146fe0a-e80e-4852-82e3-a9fbbeed0bec_20250325T21:18_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] Hi, this is [PII] from Willow Tree Dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was calling to verify benefits and eligibility.
[AGENT][POSITIVE] OK, [PII], it would be my pleasure to assist you with eligibility and benefits.
[AGENT][NEUTRAL] What is a good callback number, please?
[CUSTOMER][NEUTRAL] Let's see, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02584657.
[CUSTOMER][NEUTRAL] Should I
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm probably gonna push your last name [PII] uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That's OK, that's good.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What's the date of birth? I'm not gonna make you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh man, and we have a different date of birth.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Do you have the um policy holder's name and date of birth?
[CUSTOMER][NEUTRAL] OK, let me look
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, he's, she's a dependent.
[CUSTOMER][NEUTRAL] I wonder if we have her date of birth wrong.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I can go ahead and give you those benefits because you verified his, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And she is active? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She is active. The effective date on her policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a limited dental policy.
[CUSTOMER][NEUTRAL] And they have a.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Oh, I was gonna see if it was like a $500 max on this policy.
[AGENT][POSITIVE] You got it. It is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need that breakdown?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] Oh thank you, [PII]. I was thinking I'm gonna have to spell that last name and type it.
[CUSTOMER][NEUTRAL] I think and has she.
[AGENT][NEUTRAL] I'm just kidding, I would.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] All right, well, that's all I really needed just to make sure that she was active.
[AGENT][NEUTRAL] She is active and has no history on file.
[CUSTOMER][POSITIVE] Perfect well thank you again so much.
[AGENT][POSITIVE] It's been a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a lovely evening.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.