AccountId: 011433970860
ContactId: a7b524f3-3536-456f-955f-69ec14af0a57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74910 ms
Total Talk Time (AGENT): 29406 ms
Total Talk Time (CUSTOMER): 36080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a7b524f3-3536-456f-955f-69ec14af0a57_20250317T19:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Excellence in Dentistry, and I'm trying to get benefits on a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01127599.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII], and we are not in network.
[AGENT][NEUTRAL] OK, thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you needing, were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Well, it sounds like it's all the same unless anything's changed. He has a 1500 calendar year max with a $50 deductible.
[AGENT][NEUTRAL] That's correct, nothing's changed.
[CUSTOMER][NEUTRAL] OK, and you do not downgrade on posterior composite 2392.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks bye bye.
[AGENT][NEUTRAL] Right