AccountId: 011433970860
ContactId: 874c07fe-e177-4ae7-8172-8d5af6c22f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119860 ms
Total Talk Time (AGENT): 40008 ms
Total Talk Time (CUSTOMER): 54098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/874c07fe-e177-4ae7-8172-8d5af6c22f1b_20250403T12:34_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] Um, yes, I want to, uh, check on this, uh, patient's benefits to see if he has any major coverage.
[AGENT][POSITIVE] OK, well, I can definitely assist you. This is for dental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The number is [PII]. Do you want the provider's tax ID?
[AGENT][NEUTRAL] Um, no, thank you. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] I have OK I can go back into imaging here and look at his card.
[CUSTOMER][NEUTRAL] Um, public life Carrington, let's see, I have the policy certification number 02552755.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] And then I have a group number as well.
[AGENT][NEUTRAL] Oh no, the um er number is the policy number. Hold on one second, 2552.
[AGENT][NEUTRAL] All right, and I have the member here. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, and the, the member's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So, um, I can definitely look and see if majors covered. Hold on one moment.
[AGENT][NEUTRAL] So, no, for this policy, um, it covers preventative at 100, radiograph, basic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh well it got disconnected.