AccountId: 011433970860
ContactId: da883ff1-bd87-4804-915f-33671bf22683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121029 ms
Total Talk Time (AGENT): 45000 ms
Total Talk Time (CUSTOMER): 40474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/da883ff1-bd87-4804-915f-33671bf22683_20250228T20:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I was trying to uh verify dental coverage for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] Um, 257-467-9.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and let's see, Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] And you said the policy number 257-467-9?
[CUSTOMER][NEUTRAL] Yeah uh huh, that's what it says, mhm, or that's what they gave me, let me say that.
[AGENT][NEUTRAL] OK. I don't show them.
[AGENT][NEUTRAL] OK. I don't show them in the system. Who do you show as the policyholder?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Well, I showed him on it, but I don't show the patient being on this plan.
[CUSTOMER][NEUTRAL] OK, OK, that's what I needed to know.
[AGENT][NEUTRAL] So they may have to uh the insurer may have to contact their employer. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, all right, bye bye.