AccountId: 011433970860
ContactId: b70fb0d3-f79c-4e1b-854d-3caf7a495805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139899 ms
Total Talk Time (AGENT): 51230 ms
Total Talk Time (CUSTOMER): 50968 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b70fb0d3-f79c-4e1b-854d-3caf7a495805_20250422T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'll be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, my name is [PII].
[AGENT][POSITIVE] Yes, and how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I need to see if um you provide um dental insurance for a group.
[AGENT][NEUTRAL] OK. Um, so you need to check like eligibility information or you're trying to get?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK, got you. OK.
[CUSTOMER][NEUTRAL] He gave us this card for his dental benefits.
[AGENT][NEUTRAL] All right. OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, First Coast Dental Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, certificate number 02584203.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, can you verify the date of birth one more time?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], this particular policy is not a dental policy. This particular policy is a secondary supplemental plan to the major medical, which is a medical plan and it does not cover dental.
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] You're welcome and thank you for.