AccountId: 011433970860
ContactId: 16af1443-8e13-40ad-a33d-9a7a26bc1e72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171759 ms
Total Talk Time (AGENT): 35958 ms
Total Talk Time (CUSTOMER): 93729 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/16af1443-8e13-40ad-a33d-9a7a26bc1e72_20250402T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, sorry, good morning. My name is, uh, [PII]. I'm calling from the provider's dental office. Could you please help me with the verification of a patient?
[AGENT][NEUTRAL] I can help you and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number is 02361937 and the callback number will be, one moment, let me get that for you. That's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, sorry, I'm really sorry. The callback number is um [PII]. That's the correct contact number. Sorry for.
[AGENT][NEUTRAL] Give me, give, give me that one. Give me that again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry for uh the employees uh contact number.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII] for the date of the [PII].
[AGENT][NEUTRAL] OK, thank you, and you're wanting to verify eligibility?
[CUSTOMER][NEUTRAL] Um, no, um, uh, I just already uh received uh full uh breakdown benefits, um, on previous days. I just need to know this, uh, plan is still active or not, and, uh.
[CUSTOMER][NEUTRAL] That's my
[AGENT][NEUTRAL] I show it after at this time.
[CUSTOMER][NEUTRAL] Yeah, um, what will be the effective date of this, um, patient?
[AGENT][NEUTRAL] You said you received the schedule of benefits?
[CUSTOMER][NEUTRAL] Um, no, I just need to verify this by phone. Just need to verify effective date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK. And the subscriber's uh name is uh [PII] with the date of birth, [PII], right?
[AGENT][NEUTRAL] Correct, is that the patient or is [PII] the patient?
[CUSTOMER][NEUTRAL] Um, no, I'm just confirming the policyholder's name, that's it. Uh, um, OK, and
[AGENT][NEUTRAL] Uh uh-huh, and the patient's name?
[CUSTOMER][NEUTRAL] That's a [PII] for the date of birth, [PII].
[AGENT][NEUTRAL] OK, any other questions?
[CUSTOMER][NEUTRAL] Yeah, um, just to be sure, the plan name is Universal Trucking and the group number 13611, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for providing all this information. I just need to verify this plan is still active or not. Thank you so much and uh have a great day. Bye for now.
[AGENT][POSITIVE] If no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.