AccountId: 011433970860
ContactId: 8e05c98d-96af-47ba-a85a-512a8891f22f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180330 ms
Total Talk Time (AGENT): 82967 ms
Total Talk Time (CUSTOMER): 68228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/8e05c98d-96af-47ba-a85a-512a8891f22f_20250428T20:53_UTC.wav
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[CUSTOMER][NEUTRAL] Insurance and I'll call you, OK.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh no, it's me gentle smiles. My patient indicates she has dental coverage through the through you.
[AGENT][NEUTRAL] OK, I can check for you. And may I have um your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Let me get that card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna look at the card again. I sent it to myself. I didn't come. Thank you, sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm hold on let me see if it's under.
[CUSTOMER][NEGATIVE] Junk spam.
[CUSTOMER][NEUTRAL] Mm thank you and that member ID is 02006444?
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her.
[CUSTOMER][NEUTRAL] Date of birth is [PII] [PII].
[AGENT][NEUTRAL] Thank you for for that and all the information provided is a verification of benefits, not a guarantee of payment. And um let me see.
[CUSTOMER][NEUTRAL] Why isn't this going to me?
[AGENT][NEUTRAL] This just. So the member does have a policy with us, but it's a, it's a supplemental medical policy. She doesn't have um dental coverage with APL. This is only for medical.
[CUSTOMER][NEUTRAL] No that
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Is this the member or the person I was speaking with?
[CUSTOMER][NEUTRAL] I'm the member
[AGENT][NEUTRAL] Hey, um, so I was explaining to her that you have a Medlink policy. A Medlink policy is a supplemental gap insurance. That's medical only. It goes second to your, hold on one second, let me see who your provider is.
[AGENT][NEUTRAL] 15879.
[CUSTOMER][NEUTRAL] Room for Mr. [PII] or are we gonna do the same room for him?
[AGENT][NEUTRAL] It's second to your United Healthcare policy, so it's medical only. It's not to say you don't have dental, you just don't have it with APL, so you would need to check with your HR to see who provides dental if you feel you have it.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you out with today?
[CUSTOMER][POSITIVE] No, that would be fine, thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you all have a great weekend, weekend evening. I'm sorry.
[CUSTOMER][POSITIVE] Thank you, you too, my dear.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Yeah, have a have a good one OK bye bye.
[CUSTOMER][POSITIVE] Thank you.