AccountId: 011433970860
ContactId: d2404b0e-b6d3-4473-a179-c7827ba4c23d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86129 ms
Total Talk Time (AGENT): 37141 ms
Total Talk Time (CUSTOMER): 33719 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d2404b0e-b6d3-4473-a179-c7827ba4c23d_20250423T12:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. Um, I just need to, uh.
[CUSTOMER][NEUTRAL] Verify patient's dental eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, number [PII].
[CUSTOMER][NEUTRAL] Uh, policy number 02520891.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], uh, 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'm actually showing that a member does not have an active policy with us. So the dental policy was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be all, thank you.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Have a good day bye bye.