AccountId: 011433970860
ContactId: 7a7db3c5-50a8-4af4-ad7b-06c4adae1be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133919 ms
Total Talk Time (AGENT): 59379 ms
Total Talk Time (CUSTOMER): 62230 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7a7db3c5-50a8-4af4-ad7b-06c4adae1be2_20250320T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Hearst Family Dental Care. Um I was just calling because I need coverage and eligibility for a patient.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility and the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] 00718296.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] starting the day schedule.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] And can you verify the member's first?
[CUSTOMER][NEUTRAL] Sorry, I gave you the wrong, the member ID shows it's 718296. Is that what I gave you?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] 718296. OK.
[AGENT][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] 811
[AGENT][NEUTRAL] And can you verify the members first, go ahead.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is info.
[AGENT][NEUTRAL] And did you have particular questions about the fax back or you just needed a copy of it?
[CUSTOMER][NEUTRAL] Just yeah I just need a fax back.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, Priscilla?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][POSITIVE] Alright, so I am faxing this to you right now, so you should be receiving this shortly.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.