AccountId: 011433970860
ContactId: 0ff73092-8842-4946-aaf7-3b255e8c59fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213550 ms
Total Talk Time (AGENT): 74905 ms
Total Talk Time (CUSTOMER): 93489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0ff73092-8842-4946-aaf7-3b255e8c59fd_20250114T14:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so this is [PII]. Good morning.
[AGENT][POSITIVE] Good Morning. How are you?
[CUSTOMER][NEUTRAL] Yeah, I'm fine. How are you? How do you do? How's your day?
[AGENT][POSITIVE] I'm good. It's good. Thank you, Mr. [PII]. And how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a patient dental benefits for out of network.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02258091.
[CUSTOMER][NEUTRAL] And patient name is [PII].
[CUSTOMER][NEUTRAL] And that's date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And let's see, looks like this policy is terminated. Let me see if I have a different policy. One moment.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Mm. No, um, we don't have a new policy for this member. This policy was terminated on [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Terminator on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, uh, so what was the original effective date of this patient?
[AGENT][POSITIVE] Effective day.
[CUSTOMER][NEUTRAL] Last I forget it.
[AGENT][NEUTRAL] Yes, the effective date was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Yes, your front side is low.
[CUSTOMER][NEUTRAL] OK, I'll
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's if you will.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything.
[CUSTOMER][NEUTRAL] OK, you're sure that this patient has been terminated, am I right?
[AGENT][NEUTRAL] Correct, yes. The termination date is [PII]. There's no other policies with us.
[CUSTOMER][NEUTRAL] OK, hold on, let me check. I have another pay just a member ID.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Just a moment, hold on, let me check whether I have another ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah that is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's all. Thank you for a patient and valuable answering. Have a great day. Bye bye.
[AGENT][POSITIVE] You as well, Mr. [PII] and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK