AccountId: 011433970860
ContactId: 71c072f7-19ec-4e94-8c85-1c8e5cf7306f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148830 ms
Total Talk Time (AGENT): 44959 ms
Total Talk Time (CUSTOMER): 88778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/71c072f7-19ec-4e94-8c85-1c8e5cf7306f_20250205T16:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm calling from a dental provider's office.
[CUSTOMER][NEUTRAL] And I'm needing to uh verify coverage and benefits for a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I have an ID number. Will that work?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02546451
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm, sure, mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][POSITIVE] Uh, [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I just need to ask a few questions, not a whole lot. I don't need to go over the whole breakdown again, um.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Uh, does she still have a yearly max of 500?
[AGENT][NEUTRAL] Yes, ma'am, and any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] I know, yeah, yeah, I know that, uh, $50 deductible, is that correct?
[AGENT][NEUTRAL] Yes, ma'am. I want everything except for preventative.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then um the group number is 700 and then 86, right? 70086?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have preventative at 100%, basic at 80%, and no major coverage.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, let me see if there's anything else I need from you is there a missing tooth cloth?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and there's no waiting period?
[AGENT][NEUTRAL] No waiting period.
[CUSTOMER][NEUTRAL] OK, I still have the effective date of [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I think I got it all let me.
[CUSTOMER][NEUTRAL] Let me see if there's anything else I need from you. Is there any ortho coverage?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and can I get your name again and a reference number?
[AGENT][NEUTRAL] My name is [PII] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you so much you have a wonderful day.
[AGENT][POSITIVE] Thank you, thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.