AccountId: 011433970860
ContactId: 84114d3c-9d72-4910-936c-05cb9ab97177
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163410 ms
Total Talk Time (AGENT): 70554 ms
Total Talk Time (CUSTOMER): 68164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/84114d3c-9d72-4910-936c-05cb9ab97177_20250618T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from Doctor [PII]'s office, and I'm trying to verify dental coverage on one of our patients, please.
[AGENT][NEUTRAL] Sure, I could check that coverage for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII] just the main number, no extension.
[AGENT][NEUTRAL] Got it, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Um, can I give you the social for the subscriber? Would that work? OK, um, OK, um, it's [PII].
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh, and the patient is the spouse.
[AGENT][NEUTRAL] OK, uh what was the name for the member?
[CUSTOMER][NEUTRAL] A man, uh, the member is [PII].
[AGENT][NEUTRAL] OK, but this was for [PII]?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK, do you have her date of birth?
[CUSTOMER][NEUTRAL] I sure do. Let's see, it is [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying all of that. Uh, so this policy is currently active. Uh, that effective date was [PII]. Uh, would you like me to go ahead and give you that policy number that they've got with us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, that would be great.
[AGENT][NEUTRAL] OK, are you ready for it now?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK that is 01.
[AGENT][NEUTRAL] 45.
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you'd like I can also send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yep, that would be great.
[AGENT][POSITIVE] Awesome, OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] Um, it is 706.
[CUSTOMER][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] 0706.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent now. Uh, should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm good thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.