AccountId: 011433970860
ContactId: ce4c1cf9-375f-4cfc-aa42-d74aeb8e112e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107029 ms
Total Talk Time (AGENT): 62450 ms
Total Talk Time (CUSTOMER): 32498 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ce4c1cf9-375f-4cfc-aa42-d74aeb8e112e_20250415T15:22_UTC.wav
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[AGENT][POSITIVE] Uh, good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name's [PII] with Doctor [PII]. I'm just confirming my patient's eligibility for dental benefits.
[AGENT][NEUTRAL] OK, so you are you just wanting to verify if the policy is active, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 00734460
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. So yes, ma'am, she is a subscriber on this policy and it is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty. That's all I need. Thank you so much. Uh-huh. Yeah.
[AGENT][NEUTRAL] And [PII], and then, OK, I do wanna give you one additional piece of information you may already have this, but if you all file a claim with APL, we now have a portal that you should be able to check claim status in, and that website for our portal is [PII].
[CUSTOMER][POSITIVE] Alright, that sounds good thank you so much.
[AGENT][POSITIVE] All right. Well, you're welcome and thank you again for calling APL if that's all I can help you with. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.