AccountId: 011433970860
ContactId: fa0e7a77-1fe1-44ce-a6c8-455876436c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114800 ms
Total Talk Time (AGENT): 51339 ms
Total Talk Time (CUSTOMER): 49833 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fa0e7a77-1fe1-44ce-a6c8-455876436c9d_20250121T16:34_UTC.wav
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[CUSTOMER][NEUTRAL] Check this.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Doctor [PII]'s office, and I am calling regarding a dental claim on a or dental benefits on a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 4174512403
[CUSTOMER][NEUTRAL] And the policy number is 02579754.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] For calling
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII]. And did you need a copy of the fax back or did you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, do you have a claim payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Claim or claim payer ID is 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And is the group that this is under is Certified Express incorporated?
[AGENT][NEUTRAL] Hold on one moment, let's see.
[AGENT][NEUTRAL] I have Universal Trucking certified Express. Uh, so yes, but it's universal trucking in the beginning.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you.
[AGENT][POSITIVE] You're welcome. Well, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye bye.