AccountId: 011433970860
ContactId: 114d3126-434f-451d-9007-0be9325f55b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132309 ms
Total Talk Time (AGENT): 50412 ms
Total Talk Time (CUSTOMER): 60169 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/114d3126-434f-451d-9007-0be9325f55b2_20250127T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATM. This is [PII]. How can
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] calling on behalf of the provider's office to check on the healthy benefits of a patient. Could you please tell that, [PII]?
[AGENT][POSITIVE] Happy to check on eligibility and benefits today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] And the policy number will be 01986162.
[AGENT][NEUTRAL] Let me just pull this up and do you have a good call back number?
[CUSTOMER][NEUTRAL] Uh, the callback number will be [PII].
[AGENT][NEUTRAL] Thank you for that. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], are we looking for medical coverage or dental?
[CUSTOMER][NEUTRAL] I'm looking for dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the plan, uh, for the patient has terminated as of [PII]. They don't have any other active coverage with us.
[CUSTOMER][NEUTRAL] [PII]. [PII], [PII]. That was long time back, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. That's when the policy terminated.
[CUSTOMER][NEUTRAL] And, and.
[CUSTOMER][NEUTRAL] OK. [PII], the term was, and there's no other active policy for this patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, then that's all then. Uh, can I just have the reference number for this patient then?
[AGENT][NEUTRAL] Call references my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] OK, [PII]. Uh thank you. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.