AccountId: 011433970860
ContactId: 0a6715db-f0e4-41fa-80a8-05b266e5486b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161490 ms
Total Talk Time (AGENT): 71701 ms
Total Talk Time (CUSTOMER): 53767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/0a6715db-f0e4-41fa-80a8-05b266e5486b_20250307T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning [PII]. This is [PII] calling from Benefits and a card.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I, I have a question for you. Um, I'm wondering if you can find me, if you can, uh, check on a member for me and give me their policy number. The, the policy is no longer enforced, but I need to know what the, what the old number used to be.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], so you just need to deal with the policy number had been when they had coverage with APL.
[CUSTOMER][NEUTRAL] Yeah, it looks like it um it ended last summer, um, but, um, I'm filling out some paperwork for the court, and they need that policy number, and it's a dental policy. I've got their information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, I can certainly help you with that. Um, and then [PII], your callback number, is it just the same as we have for BC? [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And what is the, um, do you have the social for the number?
[CUSTOMER][NEUTRAL] Yeah, let's see, her social was, let's see, uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, I can help you as far as providing that policy number. Just give me a moment please to locate her information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll have to verify just a couple of things with you [PII] first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her date of birth was [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes, I have located the policy for her and the policy number, Virginia was 247.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9809.
[CUSTOMER][POSITIVE] That's what I needed. Thank you, ma'am.
[AGENT][POSITIVE] OK, well, you are certainly welcome. So if that is all that I can help you with, thank you again for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][POSITIVE] Thank you so much. Bye bye.