AccountId: 011433970860
ContactId: 9a4676f6-0bdf-4017-b347-a4c92f6b63ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113699 ms
Total Talk Time (AGENT): 57609 ms
Total Talk Time (CUSTOMER): 33688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9a4676f6-0bdf-4017-b347-a4c92f6b63ba_20250317T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Conway Family Dental. I have a patient that I'm trying to check eligibility and benefits for.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02511244
[AGENT][NEUTRAL] And please, let's see, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. 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 list of the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, would we be in or out of network with you guys?
[AGENT][NEUTRAL] Um, you'll be in network. We work with our providers. There's no network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thanks.