AccountId: 011433970860
ContactId: 8563f80f-051e-4bca-b808-5401b590f2d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90230 ms
Total Talk Time (AGENT): 40057 ms
Total Talk Time (CUSTOMER): 44074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/8563f80f-051e-4bca-b808-5401b590f2d0_20250304T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from Valley Professionals Community Health Center, and I was calling to verify dental eligibility for a patient, please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02517844.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment. That policy number you gave us the medical policy number. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, that's what it says on the front of it says limited benefit hospital indemnity.
[AGENT][NEUTRAL] Indemnity, yeah. It's a tongue twister, but um I don't show that he has any dental insurance with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's what I need to know thank you so much I appreciate it.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Have a good day. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.