AccountId: 011433970860
ContactId: e0f5f9b5-a53f-468a-b867-f407c604dc02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104580 ms
Total Talk Time (AGENT): 50230 ms
Total Talk Time (CUSTOMER): 28390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e0f5f9b5-a53f-468a-b867-f407c604dc02_20250402T16:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Call APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I need to verify eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 02585547.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And this is for dental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII] has a maximum benefit amount of $500 per calendar year with a $50 deductible that does not apply to us preventative services up to $150 per family. This is not a guaranteed benefits, just a disclaimer or the policy's coverage.
[CUSTOMER][NEUTRAL] OK, can you tell me the group number?
[AGENT][NEUTRAL] 70,030. Would you like the group name as well?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, is it, is it American Public Life Insurance Company?
[AGENT][NEUTRAL] No, the group name would be Creative Circle where the the member is employed at.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] Creative Circle LLC.
[CUSTOMER][POSITIVE] OK, that's all I need thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Uh