AccountId: 011433970860
ContactId: 1bcc3954-1bdb-4228-a292-5ce884e6698d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137080 ms
Total Talk Time (AGENT): 75036 ms
Total Talk Time (CUSTOMER): 53274 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1bcc3954-1bdb-4228-a292-5ce884e6698d_20250115T19:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to verify my patient is active and eligible on their dental plan.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you're just needing to verify the dental policy is still active with APL is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Is 604-781.
[AGENT][NEUTRAL] OK, and [PII], you did not need benefits. You only need to verify if a policy is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEGATIVE] OK. There is actually no one, there was no one covered on this policy by that name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, is it pulling Mr. [PII] up?
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] I mean I can't
[CUSTOMER][NEUTRAL] Mr. [PII] is [PII].
[AGENT][NEUTRAL] OK. And on [PII], what did you say her date of birth was?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, so yes, ma'am. I don't see that she was ever covered under this policy, but this policy is no longer active, [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hey, we
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, this policy was actually termed as of [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK cool that's what I needed then thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I have to hope that you have a really nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks, [PII]. Mm, bye-bye.