AccountId: 011433970860
ContactId: eb4a5912-3cb8-4b33-8074-beb390be17f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98080 ms
Total Talk Time (AGENT): 39950 ms
Total Talk Time (CUSTOMER): 39699 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/eb4a5912-3cb8-4b33-8074-beb390be17f0_20250325T13:06_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] Uh yes ma'am. I'm just trying to um inquire about a patient's dental benefits if they have any and see what type of plan this is.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and the coverage. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Let's see what we got 02515495.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII] and the last name is [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this is a secondary medical policy. She doesn't have a dental policy with APL.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, she wasn't sure so I just wanted to call and make sure um but OK, I will let her know I appreciate that information.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that is it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.