AccountId: 011433970860
ContactId: 2ee25548-7747-4bde-a042-9ec1f83898f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125099 ms
Total Talk Time (AGENT): 59221 ms
Total Talk Time (CUSTOMER): 27026 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/2ee25548-7747-4bde-a042-9ec1f83898f3_20250430T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I was just wondering if you could look at a patient to see um if they are active for dental.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify if a member's policy is still active and you said it was for dental policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 219-7818.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and [PII], 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 date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I do show that he had been a subscriber on this dental policy, but no, ma'am, it is no longer active. It turned 12-8-2024, and there is no other active policy beyond that time.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you for your time I appreciate your help.
[AGENT][POSITIVE] Well, you're certainly very welcome. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] Nope, that would be it.
[AGENT][POSITIVE] Alright, well thank you again then for calling APL and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.