AccountId: 011433970860
ContactId: 3ce2b2cb-5cc9-4e2a-9a53-ed9c14ecb2f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250679 ms
Total Talk Time (AGENT): 66892 ms
Total Talk Time (CUSTOMER): 118096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3ce2b2cb-5cc9-4e2a-9a53-ed9c14ecb2f7_20250603T15:04_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was, I'm calling from a dental provider's office. I wanted to check the eligibility status of my patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number, let me get that for you.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't see. Let me see if I have an insurance card for the patient. If not, I have a member number or I have a group number.
[CUSTOMER][NEUTRAL] I just don't see. Let me see if I can access. Give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, I do not have a policy number. All I have is the um.
[CUSTOMER][NEUTRAL] The group number or the social number for the patient?
[AGENT][NEUTRAL] Is the social, the policyholder's social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's that social, please?
[CUSTOMER][NEUTRAL] It is going to be, let me get that, it is [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] at [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and do y'all, um, can y'all do fax packs or would it have to be verbal?
[AGENT][NEUTRAL] No, I can send you a fax back. What's your fax number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else Ms. [PII] I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, I just wanted to verify the patient has a yearly maximum of 500. Has that, um, 500 max already been met?
[AGENT][NEUTRAL] Uh, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't sure if she's used any benefits for this year.
[AGENT][NEUTRAL] So it's still available.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you so much. And before you go, may I have a reference number for this call, please?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, and your name was one more time, I'm sorry.
[AGENT][NEUTRAL] Uh it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much you have a wonderful day.
[AGENT][POSITIVE] Alright you too thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Bye.