AccountId: 011433970860
ContactId: d7e889db-7c9c-48dd-9022-0fa490f266cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136679 ms
Total Talk Time (AGENT): 51877 ms
Total Talk Time (CUSTOMER): 44639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d7e889db-7c9c-48dd-9022-0fa490f266cb_20250113T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with Assure Dental North Hollywood. I'm just calling to get a patient eligibility and benefits faxed over to us.
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax that information over to you. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's gonna be 1237011.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. And one moment.
[AGENT][NEUTRAL] OK. Actually, I'm showing that there's a new policy number and [PII] is not on the new policy.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][POSITIVE] There, yeah, that's correct, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me see if it's a different.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, thank you. I'll call the patient right now.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, actually, can we check through the Social Security to see if she has an active plan?
[AGENT][NEUTRAL] Sure. What's her policy number?
[CUSTOMER][NEUTRAL] Uh, it's 570-417-622.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yeah, that's your social security number.
[AGENT][NEUTRAL] OK. Nothing's coming up under her social.
[CUSTOMER][NEUTRAL] No? OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] OK.