AccountId: 011433970860
ContactId: af9ebebd-d113-405c-b836-fe540b53695e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134490 ms
Total Talk Time (AGENT): 67720 ms
Total Talk Time (CUSTOMER): 50661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/af9ebebd-d113-405c-b836-fe540b53695e_20250312T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to try to verify a patient's dental benefits.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02538498.
[AGENT][NEUTRAL] You said 498?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] OK, thank you. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK, and you say you're just need to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, showing her, her, her effective date is [PII]. Policy is active.
[AGENT][NEUTRAL] Um, are you just need general benefits or I can send you a fax back?
[CUSTOMER][NEUTRAL] Um, yeah, so just, uh, a fax back would be perfect, um, and could you tell me, I do apologize, I'm not familiar with the plan, would we be, does she have a network? Would we be considered in or out of network?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, we don't have a network. So what that is is the policy is open and we do, uh, where you can go to any dental provider and we do take assignments.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then let me know whenever you're ready for the fax number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] and good morning.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can send that over to you in a few moments, Ms. [PII]. Uh, is there anything else I can assist you with while I have you on the phone?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that is everything thank you so much.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.