AccountId: 011433970860
ContactId: 827c0cdc-ab88-47ca-87f8-20ed9c0312b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87559 ms
Total Talk Time (AGENT): 33626 ms
Total Talk Time (CUSTOMER): 41859 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/827c0cdc-ab88-47ca-87f8-20ed9c0312b7_20250205T20:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I'm calling from the dental provider's office. I am just trying to find out if this patient is still covered.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with coverage information. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It is a direct line.
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01991714.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and I'm showing that the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, did anything change on the policy from last year? I have a $1500.15 max $50 deductible, and then 18,040 is the co-insurance.
[AGENT][NEUTRAL] Um, no, ma'am. I'm showing that it's the same.
[CUSTOMER][POSITIVE] OK great thank you very much I appreciate your help have a good evening bye bye.
[AGENT][NEUTRAL] Mm