AccountId: 011433970860
ContactId: 840345fa-3384-486f-8f20-9e768091118a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195820 ms
Total Talk Time (AGENT): 67742 ms
Total Talk Time (CUSTOMER): 79648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/840345fa-3384-486f-8f20-9e768091118a_20250108T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I was just calling to see if 2 patients are still active under their dental insurance plan.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. And first, could I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And could I get the first policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, so the first policy number is going to be 02229695.
[AGENT][NEUTRAL] Thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Date of birth is [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 the policy is still active.
[CUSTOMER][NEUTRAL] Perfect. Just to confirm, um, [PII], does, he doesn't have any benefits used for this calendar you're I'm guessing correct?
[AGENT][NEUTRAL] Let's see, one moment.
[AGENT][POSITIVE] Right, you're correct.
[CUSTOMER][NEUTRAL] Perfect and then can I just confirm another family member is active on the plan?
[AGENT][NEUTRAL] Yes, ma'am, name and date of birth please.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. He's active also on the policy.
[CUSTOMER][POSITIVE] Perfect. Same effective date?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And we've never seen [PII] before. Um, is there any history on file?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There is history on file from different providers from last year.
[CUSTOMER][NEUTRAL] OK, is there anything that will go against frequency like sealants or um, he's probably too young for an FMX, but any sealants or composites or anything like that?
[AGENT][NEUTRAL] No, ma'am, not for this year.
[CUSTOMER][POSITIVE] Perfect and nothing in the previous years that will go against frequency?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Perfect. Am I able to get a fax back of the benefits?
[AGENT][NEUTRAL] Um, yes. What's your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, and then if I can just get your name one more time with that last initial.
[AGENT][NEUTRAL] Um, my name is [PII]. It's spelled [PII] Last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you, Faith, for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thanks.