AccountId: 011433970860
ContactId: 18269194-454e-4ee1-9ba8-08ee0a593918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151820 ms
Total Talk Time (AGENT): 28137 ms
Total Talk Time (CUSTOMER): 92263 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/18269194-454e-4ee1-9ba8-08ee0a593918_20250619T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], this is [PII] calling on behalf of dental office to check the patient's eligibility and benefits on a recorded line. Can you help me with that, please?
[AGENT][POSITIVE] Yes, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] is a direct line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes for the policy number they have mentioned 02581040.
[CUSTOMER][NEUTRAL] This in.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, for the patient name they have mentioned [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And [PII], I, uh, we just have a query over here for this patient. This patient has raised two requests, one with the 02581040, and another one the member ID they have mentioned it is 418290517. So is this patient have two policy with Carrington, sorry, uh, with your insurance?
[AGENT][NEUTRAL] Uh, no, we just have the 2,581,040 and that policy terminated 129-24.
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][NEUTRAL] OK, this policy got term.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wonderful. Just give me a moment. Almost there.
[CUSTOMER][NEUTRAL] So no active policy, right, with [PII] right now.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And the last policy got term on which date? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. So no active policy, patient policy.
[CUSTOMER][NEUTRAL] Turned on. OK, great. And can you help me with the call reference number please, [PII]?
[AGENT][NEUTRAL] A call reference is my name, [PII], first initials the last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII] [PII] 6-19. Great. So thanks, [PII]. Thanks for your time and help, really appreciate it. You have a great day ahead. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Yeah bye bye take care.