AccountId: 011433970860
ContactId: 78f0febd-4d7d-4755-be8f-f5a28eefe6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222600 ms
Total Talk Time (AGENT): 82865 ms
Total Talk Time (CUSTOMER): 66434 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/78f0febd-4d7d-4755-be8f-f5a28eefe6fc_20250402T17:23_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] Yes ma'am I'm trying to verify dental coverage for a patient please.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's Conti. Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I don't have that. I just have their social.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to pop up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] Mhm. [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And the policy number is 259.
[CUSTOMER][NEUTRAL] 259.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 83
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the policy has been active since [PII]?
[AGENT][NEUTRAL] And were you needing a copy of the fax faxed to you or did you have particular questions about the fax bag?
[CUSTOMER][NEUTRAL] Yeah, um, if I can get a fax back and then I do have questions, um, his plan only has $500 maximum?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, per calendar year.
[CUSTOMER][NEUTRAL] OK, and there's no major coverage?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and what is under basic is fillings included?
[CUSTOMER][NEUTRAL] Under basic
[AGENT][NEUTRAL] Um, hold on one second. Do you have a
[AGENT][NEUTRAL] These are the fillings, fillings are under basic restorative.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's still 80%.
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] 80%, yes ma'am, and um he has no history right since it's just effective.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me make sure, yes, no history.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then, um, [PII], what's a good fax number for you for me to send the fax back to?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][POSITIVE] Yeah, that's great.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so I'm sending this over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm, oh, may I get a reference number for the call?
[AGENT][NEUTRAL] Sure, sir, there's no call reference number, but you can use my name and today's date and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right well thank you so much I appreciate your help.
[AGENT][POSITIVE] You're very welcome thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] You are