AccountId: 011433970860
ContactId: 0a5af830-de98-4455-adf5-84a1088a2526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126980 ms
Total Talk Time (AGENT): 65011 ms
Total Talk Time (CUSTOMER): 42070 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0a5af830-de98-4455-adf5-84a1088a2526_20250206T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting
[AGENT][POSITIVE] Thank you for contacting APR.
[CUSTOMER][NEUTRAL] Hi um
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm, my name is [PII] and I'm calling from a dental office. I'm just calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help with benefits. By the way, my name is [PII]. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um let me see here.
[CUSTOMER][NEUTRAL] Um, group number is 70078.
[AGENT][NEUTRAL] And is there a uh a policy now that might begin with a 01 or 02?
[CUSTOMER][NEUTRAL] Um let me look at the card here.
[CUSTOMER][NEUTRAL] 02491064.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. I'm, I can spell that for you too.
[AGENT][NEUTRAL] Oh, that's fine. And their, um, the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I do appreciate that. Um, [PII], I do just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, they had a policy with us from [PII].
[AGENT][NEUTRAL] Until [PII]. Now this is through their employer, um, but once that, uh, uh, when we did receive something just letting us know that that policy would lapsed as of [PII], um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's, it's no longer eligible uh for any benefits. Now, is there anything else I can tell you about the policy? Is your date of service between [PII], or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, he's coming in tomorrow for a visit, so I wanted to see if he was still active on the plan.
[AGENT][NEGATIVE] Oh, no, no, I'm sorry, he is not.
[CUSTOMER][POSITIVE] OK, alright, sounds good I can let him know that then.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with, and thank you very much for contacting APL. I hope you have a very good afternoon. Thank you for calling us.