AccountId: 011433970860
ContactId: da8920e6-7dec-48fb-8d0c-8c3972d39b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89839 ms
Total Talk Time (AGENT): 27007 ms
Total Talk Time (CUSTOMER): 49242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/da8920e6-7dec-48fb-8d0c-8c3972d39b4b_20250530T14:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from Deerfield Modern Dentistry, um, and I'm calling to verify exactly what this is, this is like some type of insurance the patient provided to us.
[AGENT][NEUTRAL] OK. Do you have any sort of certificate, policy number?
[CUSTOMER][NEUTRAL] I have a.
[CUSTOMER][NEUTRAL] Uh, I have a group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Effective date and then the in hospital benefit certificate number outpatient benefit certificate number.
[AGENT][NEUTRAL] OK, you can give me either one of those.
[CUSTOMER][NEUTRAL] 01536865 M like Mary, L like Larry 7.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you. So this is an active medical plan. It is, however, not gonna cover anything for a dentist. It's only medical coverage as a secondary.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, so no dental coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, that's why I just wanted to confirm thank you so much.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome. Have a good day.