AccountId: 011433970860
ContactId: 8abbc7c5-d5c0-461c-a8c2-570b80c94e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147220 ms
Total Talk Time (AGENT): 69859 ms
Total Talk Time (CUSTOMER): 58360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/8abbc7c5-d5c0-461c-a8c2-570b80c94e77_20250128T14:53_UTC.wav
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[CUSTOMER][NEUTRAL] You saw him.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental provider and I'm trying to verify a patient having dental benefits with you guys.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 654 5.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I have another member ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and if you don't have the member ID I can look them up by the social or either name and date of birth.
[CUSTOMER][NEUTRAL] The I I don't know if you wanna try this ID number 617,270.
[CUSTOMER][NEUTRAL] Yeah, well, because when you when you call.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] or [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And yes, that's the policy number.
[CUSTOMER][NEUTRAL] OK.
[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. And for a list of all the benefits and the fee schedule, I can fax it over to you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, and your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct, but before we disconnect, can you tell me if what he, if he's used any of his Macs or met a deductible or anything like that?
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah me too.
[AGENT][NEUTRAL] OK, I'm showing that so far he hasn't used any of his benefits which are based on a calendar year and he hasn't used any so far this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright well I appreciate your help and time.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That is gonna be all.
[AGENT][POSITIVE] OK. Well, I thank you again for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you.