AccountId: 011433970860
ContactId: 2ed67f98-6c0b-449e-8cdf-a44087ba7d6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120910 ms
Total Talk Time (AGENT): 49602 ms
Total Talk Time (CUSTOMER): 50916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2ed67f98-6c0b-449e-8cdf-a44087ba7d6b_20250121T14:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII] at Rose Rock Dental. I'm checking to see if this plan is still active and has there been any changes for the new year, please?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02479674
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII] and is it still the $500 max?
[AGENT][NEUTRAL] Let's see, one moment.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] And a $50 deductible with nothing used?
[AGENT][NEUTRAL] That's correct. But remember, um, I did, did you hear me say that it expired on [PII]?
[CUSTOMER][NEGATIVE] Oh, I did not. There was someone standing here in front of me, so this plan is no longer active.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry, so you said [PII] [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] OK, well thanks so much. I did, I did not hear you say that trying to listen to everybody else. I appreciate your help thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] At this point, no, ma'am, thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] All right bye bye.