AccountId: 011433970860
ContactId: daa774b3-6076-4223-84aa-eda1bf704c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129279 ms
Total Talk Time (AGENT): 68742 ms
Total Talk Time (CUSTOMER): 53002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/daa774b3-6076-4223-84aa-eda1bf704c83_20250325T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just verifying that this policy was active.
[AGENT][NEUTRAL] OK, yeah, I can see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 02504688.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] It's [PII], I'm sorry, [PII], [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK, got it. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes, sure, that'd be fine.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Correct, and I had one more question.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Is this also uh medical?
[AGENT][NEUTRAL] No, this is.
[CUSTOMER][NEUTRAL] Do they have a medical coverage on there?
[AGENT][NEUTRAL] This is just their dental. Um, let me see, they do have a medical policy with us. Did you need that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I just want to know is it the same claims address that we use just in case?
[AGENT][NEUTRAL] Oh yes, so it would all go to us that is um and all of that information will be on the fax back as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, alright, thank you, that's all I needed.
[AGENT][POSITIVE] Alright, OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.