AccountId: 011433970860
ContactId: d0fb1ddd-50d5-4217-9bf2-19ea6e1e34d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112849 ms
Total Talk Time (AGENT): 66146 ms
Total Talk Time (CUSTOMER): 46868 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d0fb1ddd-50d5-4217-9bf2-19ea6e1e34d2_20250618T14:37_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I was calling to verify some insurance, please.
[AGENT][POSITIVE] Yes ma'am. I glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] OK, the policy number is 01363188.
[AGENT][NEUTRAL] All right, Data, thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Alrighty. Thank you for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. It looks like [PII] is the insured on this dental plan. They show the original effective date is [PII]. It is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want the fax back of these dental benefits. Is that correct?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. Do we have medical benefits also with it? Oh, that's the same thing, OK, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, ma'am. No, ma'am, this is dental only. So are you needing that dental fax back?
[CUSTOMER][NEUTRAL] No, ma'am, that's fine.
[AGENT][NEUTRAL] OK, was there anything else?
[CUSTOMER][NEUTRAL] OK, and the um
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do he have a co-pay?
[AGENT][NEUTRAL] For, for his dental? No, ma'am.
[CUSTOMER][POSITIVE] Oh, OK. All right, well thank you so much.
[AGENT][NEUTRAL] Well, yes, ma'am. [PII], is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][POSITIVE] OK, well, thank you so much and thank you for calling APO and you have a great rest of your day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.