AccountId: 011433970860
ContactId: dd15964b-891a-423d-871f-fa3267f78824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 52846 ms
Total Talk Time (CUSTOMER): 39082 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/dd15964b-891a-423d-871f-fa3267f78824_20250506T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I'm calling from a dental provider's office. I need to verify eligibility for a patient, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02566774.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, I just wanna verify um.
[CUSTOMER][NEUTRAL] He still has a 12 month waiting period for major that includes endopperio and oral surgery.
[AGENT][NEUTRAL] Hold on one moment, let me pull up all the benefits for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, there is a 12-month waiting period. Major for us is endoperiorosodontic, and oral surgery.
[CUSTOMER][NEUTRAL] OK, may I get a reference number to our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APLG. Was there anything else I can help with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright, thanks for calling bye bye.
[CUSTOMER][POSITIVE] All right have a good day bye.