AccountId: 011433970860
ContactId: ae3bf986-54f3-4a21-8e11-aeb7a9a1e84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95739 ms
Total Talk Time (AGENT): 49283 ms
Total Talk Time (CUSTOMER): 29200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ae3bf986-54f3-4a21-8e11-aeb7a9a1e84a_20250512T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, ma'am. This is [PII] calling from the tooth Place calling to see if you can help me with the uh eligibility and benefits and a member.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility and benefits for you. And you say your name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 01868768.
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Uh let's see. Um, showing her effective date is [PII]. She is active on the policy. And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dental benefits.
[AGENT][NEUTRAL] Oh, let me see if she has a dental policy. The policy gave me some medical supplemental only. Give me one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And I don't sure if she has any dental coverage with us.
[CUSTOMER][POSITIVE] Only medical. OK, not a problem then I'll let her know thank you so much for your help today, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thanks likewise bye bye.
[AGENT][NEUTRAL] Bye.