AccountId: 011433970860
ContactId: cb238796-a96e-4b84-a987-8edf5fe2a50d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139279 ms
Total Talk Time (AGENT): 66716 ms
Total Talk Time (CUSTOMER): 43077 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/cb238796-a96e-4b84-a987-8edf5fe2a50d_20250501T13:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Miss [PII], this is [PII] at more dental office. I was checking for eligibility and benefits on a patient, please.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number 02614634.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], her date of birth, let me get her date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, can I get a fax? If not, I just need the maximums, deductibles, percentages.
[AGENT][NEUTRAL] Sure, um, hold on one moment, let me pull up her fax back.
[AGENT][NEUTRAL] All right, so on the fax back, you will see the calendar year max, deductible, percentages, frequencies, exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Alright, and what's a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, well, I will go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] And no thank you that's it appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.