AccountId: 011433970860
ContactId: eda48b4b-9200-4545-8d9d-5b48e625d640
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114309 ms
Total Talk Time (AGENT): 44259 ms
Total Talk Time (CUSTOMER): 49106 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/eda48b4b-9200-4545-8d9d-5b48e625d640_20250620T17:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Ho Dental Design, and I have a patient that um that has your
[CUSTOMER][NEUTRAL] Your plan and I'm a dental office. Can you help me with this? This is the first time I see this.
[AGENT][POSITIVE] OK, well, yes, I can, I can help you with the um eligibility and the benefits. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] What do you need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Not sure, it says here, um, I don't know, in, in hospital benefit certificate number, is that is that it?
[AGENT][NEUTRAL] I can use that number to get to the dental policy.
[CUSTOMER][NEUTRAL] OK, 01960343 ML 7.
[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] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so [PII] does not have a dental policy with APL. This is the, um, her secondary insurance for her medical insurance, but there's no dental um attached to this policy.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, if, uh, no, that's it. I'll let her know. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.