AccountId: 011433970860
ContactId: 11bf529a-4448-4d53-8cfb-20ef6b17da99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131509 ms
Total Talk Time (AGENT): 49298 ms
Total Talk Time (CUSTOMER): 50371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/11bf529a-4448-4d53-8cfb-20ef6b17da99_20250203T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, ma'am. I am calling about a patient. Um, my name is [PII]. I'm a representative for uh Evolved Dentistry. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I'm calling about a, a patient, uh, to see if there's any termination date or if there's any plans of termination dates for a patient.
[AGENT][NEUTRAL] Sure, I can check on that eligibility and we can uh see if there's a term date um I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], oh [PII], OK, sorry about that. Alright, and then, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 02006297
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that just a moment here.
[AGENT][NEUTRAL] So it is currently active, uh, effective date was [PII].
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] If there is a term date.
[AGENT][NEUTRAL] OK, no, there is no term date.
[CUSTOMER][NEUTRAL] There's no term date, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then by any chance, is there any record of uh patient calling you guys?
[AGENT][NEUTRAL] Of the the insured calling us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, not that I see recently.
[CUSTOMER][POSITIVE] OK, that's not a problem, love. Thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.