AccountId: 011433970860
ContactId: 9ba910fc-8848-4629-a2b5-63f48b12b1d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161619 ms
Total Talk Time (AGENT): 80507 ms
Total Talk Time (CUSTOMER): 38369 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9ba910fc-8848-4629-a2b5-63f48b12b1d6_20250519T13:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um my name is [PII], and I was calling just to check to see if a patient was on the plan with his family or not.
[AGENT][NEUTRAL] OK, Bri, you're just needing to verify eligibility. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] It's um 02156460.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And any information is provided for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and this is for dental that you're needing to verify eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, OK, so he, any, again, any information provided will be a verification of benefits and not a guarantee of payment. I do show that [PII] is covered under this policy and the policy is active, effective for [PII].
[CUSTOMER][POSITIVE] Oh, excuse me, alright, well thank you so much.
[AGENT][NEUTRAL] Well, you are certainly very welcome and then one last thing, [PII], should you all end up filing a claim for him with us once the claim has been processed, we do have a portal in which you should be able to check claim status, and the website for our portal is located at [PII].
[CUSTOMER][POSITIVE] [PII] alright perfect well thank you.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[AGENT][POSITIVE] OK. Well, you're very welcome. So again, anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was it.
[AGENT][POSITIVE] OK, [PII], well thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you as well. Bye-bye.