AccountId: 011433970860
ContactId: 8802a2c3-4a19-4753-a0c0-84cca26d7bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67180 ms
Total Talk Time (AGENT): 23177 ms
Total Talk Time (CUSTOMER): 35250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8802a2c3-4a19-4753-a0c0-84cca26d7bb9_20250625T20:55_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from a dental provider's office. I just wanted to verify if this policy I have, the member is uh in network with, with our office.
[AGENT][POSITIVE] OK, I'm happy to take a look. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have here is 02611546.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And just to confirm, you're looking for dental coverage, yes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The member has a secondary medical plan with us, but they do not have a dental plan that I see.
[CUSTOMER][NEUTRAL] Oh, so no dental on this policy? OK, got it. Alright, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.