AccountId: 011433970860
ContactId: 8e4266a3-a40e-4fcb-9349-a372654760fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125239 ms
Total Talk Time (AGENT): 55777 ms
Total Talk Time (CUSTOMER): 49158 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/8e4266a3-a40e-4fcb-9349-a372654760fd_20250317T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from Jefferson Dental to verify the eligibility and benefits. Could you please help me with this?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, and the member ID is 1888288.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you 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 fee schedule and list of benefits, I can fax that to you.
[CUSTOMER][NEUTRAL] OK. And may I know that he's a subscriber or he's a dependent?
[AGENT][NEUTRAL] Um, I'm showing that she's a dependent on the policy.
[CUSTOMER][NEUTRAL] OK, could you confirm the subscriber's first name is [PII] and the last name is [PII] and the date of birth is [PII]. He's a subscriber, right?
[AGENT][NEUTRAL] No, he's not a subscriber, he's a dependent.
[CUSTOMER][NEUTRAL] OK. He's also dependent, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I, that's it. Thank you. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL.