AccountId: 011433970860
ContactId: 0df06c11-2411-4c24-bf21-d6fc1443ab8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254369 ms
Total Talk Time (AGENT): 118613 ms
Total Talk Time (CUSTOMER): 87265 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0df06c11-2411-4c24-bf21-d6fc1443ab8f_20250225T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office. I'm looking for a patient benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Sorry, what?
[AGENT][POSITIVE] Well, how can I help you today, [PII]?
[CUSTOMER][NEGATIVE] Yeah, your voice is breaking.
[AGENT][POSITIVE] How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I want uh out dental benefit.
[AGENT][NEUTRAL] You're needing, did you say out of network?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you. What is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah, so the policy number is 02258091.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what type of policy are you calling on, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is this your medical? Are you needing medical information?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Dental?
[AGENT][NEUTRAL] Any, any information, any information that I provide for you today, sir, verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Dental information.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You want date of birth?
[AGENT][NEUTRAL] You do.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. So if you said that he had been the subscriber on this policy, but this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To its termination date of [PII] and there is no other active coverage with APO.
[CUSTOMER][NEUTRAL] So what's the terminated the patient is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, something is breaking is.
[AGENT][NEUTRAL] OK, [PII], there's a humming on my phone. OK, there's a coming through on my end of the call. The policy was active with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Termination date it canceled on [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And there is no other coverage with our company.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So the term date also [PII], that's right?
[AGENT][NEGATIVE] No, it is not right.
[AGENT][NEUTRAL] The termination date is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII] is terminated, so.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Spell it your name?
[AGENT][NEUTRAL] [PII] and then my name along with today would be your call reference number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you repeat again your name? Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes [PII]
[AGENT][NEUTRAL] [PII] is the first letter.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day.