AccountId: 011433970860
ContactId: dfbb35f5-9589-4e17-bb5d-c07d5aef2dd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185089 ms
Total Talk Time (AGENT): 76318 ms
Total Talk Time (CUSTOMER): 72414 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/dfbb35f5-9589-4e17-bb5d-c07d5aef2dd3_20250407T12:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. How are you doing?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you doing today?
[CUSTOMER][NEUTRAL] Oh good. I'm just giving you a quick call to, um, you know, verify some benefits for a patient that we have here in the clinic today.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your call back number and the policy number?
[CUSTOMER][NEUTRAL] Yeah, my phone number is [PII], and the policy number is.
[CUSTOMER][NEUTRAL] 02509008.
[AGENT][NEUTRAL] Thank you. And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], could you provide me with the spelling of your name? Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're calling to verify [PII].
[CUSTOMER][NEUTRAL] And your name one more time?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So let me give you the correct policy number is 25838428.
[CUSTOMER][NEUTRAL] Oh, give me one second.
[CUSTOMER][NEUTRAL] Can you repeat that one more time?
[AGENT][NEUTRAL] It is 258.
[AGENT][NEUTRAL] 342 8. It's 2583428.
[CUSTOMER][POSITIVE] OK. Oh nice. OK, effective date?
[AGENT][NEUTRAL] It is [PII] and it's currently active.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][POSITIVE] OK perfect is that.
[CUSTOMER][NEUTRAL] Um, this is a dental office Ramon Padilla.
[AGENT][NEUTRAL] OK, so this policy is a gap insurance. It does not assist with dental services.
[AGENT][NEUTRAL] Unless it was due to an accident.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, so this was due to an accident and it has no dental coverage?
[AGENT][NEUTRAL] No, so if the dental services was due to needed, is needed due to an accident, then it may be covered because this is a gap insurance. However, it just doesn't cover dental services just.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Everyday dental services.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] I will let her know.
[CUSTOMER][POSITIVE] No, ma'am, that's about it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day. Goodbye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.