AccountId: 011433970860
ContactId: ddbb3836-6434-4cd4-a498-eb7e828d8a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158389 ms
Total Talk Time (AGENT): 39299 ms
Total Talk Time (CUSTOMER): 25900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ddbb3836-6434-4cd4-a498-eb7e828d8a1d_20250321T20:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm calling to check eligibility of a patient.
[AGENT][NEUTRAL] OK, can I have your name and a a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back number [PII].
[AGENT][NEUTRAL] OK, may I can
[AGENT][NEUTRAL] Help you with benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] The name of the patient?
[AGENT][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Sorry, I hear you far away.
[CUSTOMER][NEUTRAL] Uh, the policy number is 02519033.
[AGENT][NEUTRAL] And do you have the patient
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Tel [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment just a basic outline of the policy.
[AGENT][NEUTRAL] Uh, it shows the
[AGENT][NEUTRAL] Patient is effective [PII] and.
[AGENT][NEUTRAL] Is this for outpatient benefits?
[CUSTOMER][NEUTRAL] It's for the dental office regular general dentist.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] This is a like a medical uh supplemental medical policy. Let me see if he has another policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah this this would be an exclusion under this policy because it's it's like a like I said supplemental policy supplemental medical policy.
[CUSTOMER][POSITIVE] OK, I'll let the patient know thank you so much.
[AGENT][NEUTRAL] OK, thank you for calling APL.