AccountId: 011433970860
ContactId: ba99125b-e9b6-40aa-8a89-70cf00aa7613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198740 ms
Total Talk Time (AGENT): 68350 ms
Total Talk Time (CUSTOMER): 77636 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ba99125b-e9b6-40aa-8a89-70cf00aa7613_20250408T19:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. I'm calling from Clay Dental.
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm here.
[CUSTOMER][NEUTRAL] OK. Um, I'm just calling um in regards to this, um, not, I've never seen this card actually, but I just wanted to see if um this patient is active.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is gonna be [PII] and my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have. Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So I see on here, I have a group number and then I have an in-hospital benefit and outpatient benefit. I don't know.
[AGENT][NEUTRAL] Yeah, the outpatient benefit is the policy number.
[CUSTOMER][NEUTRAL] OK, so it's gonna be 0235.
[CUSTOMER][NEUTRAL] 4677 M.
[CUSTOMER][NEUTRAL] 08.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, give me one second, let me pull up the policy holder.
[CUSTOMER][NEUTRAL] Date of birth I have is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] First name [PII]. Last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And actually, this is for the medical policy. This is for secondary medical. There's not showing any dental coverage for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's only, only medical, correct?
[AGENT][NEUTRAL] Yes, ma'am. Secondary medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I wanted to make sure, cause I told mom I had to make sure that if it was just through a medical or if it had dental in it.
[AGENT][NEUTRAL] Right. Yeah, and I'm only showing medical. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am, that would be it. If I can just get your name and the reference number for this call please.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling [PII]. Mm bye.