AccountId: 011433970860
ContactId: f6394816-cd92-44e1-8b10-edb5100386c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165770 ms
Total Talk Time (AGENT): 58596 ms
Total Talk Time (CUSTOMER): 55006 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f6394816-cd92-44e1-8b10-edb5100386c1_20250221T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Professional Dental Alliance, and I'm trying to verify if a patient has dental coverage on their plan.
[AGENT][NEUTRAL] OK, I can for eligibility on the patient's plan for you, Ms. [PII], can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], which is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And as for the policy number, I have no idea. I'm looking at the card and can't even tell you that.
[AGENT][NEUTRAL] Oh goodness OK alright well let me see if I can pull him up his name.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] There's a group number.
[AGENT][NEUTRAL] OK, let me try his name first.
[CUSTOMER][NEUTRAL] I have a feeling it's just a medical supplement that.
[AGENT][NEUTRAL] OK, I do have [PII] pulled up now.
[AGENT][NEUTRAL] And this policy that he has is active.
[AGENT][NEUTRAL] Uh, [PII], but it's not for dental, it's for medical.
[CUSTOMER][NEUTRAL] I figured, OK.
[AGENT][NEUTRAL] It's a medical supplement that's billed secondary to his primary medical insurance.
[CUSTOMER][NEUTRAL] OK. And then is there a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, alright, thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome [PII] I hope you have a good weekend and thank you for calling PL.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye-bye.