AccountId: 011433970860
ContactId: 40a336d9-f94a-488f-bfda-0cb1b3cefe35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241000 ms
Total Talk Time (AGENT): 96417 ms
Total Talk Time (CUSTOMER): 98966 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/40a336d9-f94a-488f-bfda-0cb1b3cefe35_20250509T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] and I'm calling to find the benefits of one of our patients can hear me there? I.
[AGENT][POSITIVE] OK, I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, that's right. [PII], yeah.
[AGENT][NEUTRAL] Is that correct? OK.
[AGENT][NEUTRAL] OK, thank you. And you're needing to get benefit information, is that correct or eligibility?
[CUSTOMER][NEUTRAL] Eligibility. Just want to know whether, whether the patient is active.
[AGENT][NEUTRAL] Sure, I can help you with that, [PII], and what is your callback number, please?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah I can
[CUSTOMER][NEUTRAL] Yeah and.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the policy number for the member you're calling about?
[CUSTOMER][NEUTRAL] That is 02594428.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And you're just needing to verify if the policy is active or not, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You only need eligibility, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, yes. So first off, any information provided will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the name of the patient is [PII], uh.
[CUSTOMER][NEUTRAL] [PII] with the date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, so she had, this was a dental policy, but it is no longer active. This policy went into effect on [PII] and it turned on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, uh, it went effective on [PII], and it was termedlo.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And there is no other active policy.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so, uh
[CUSTOMER][NEUTRAL] I have already verified this patient last month and uh at that point of time it was active so was the domination done from the employer's side.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Was it the retro termination?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said even on doing it, doing an email about search you weren't able to find any active plans for this patient, right?
[AGENT][NEUTRAL] No other active coverage with our company.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, but, uh, just to be sure, could you perform a name, name and date of search to find just to make sure.
[AGENT][NEUTRAL] There is, I already have. Yes, sir, I already have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] There is no other active policy.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Um, in that case, uh, thank you so much for your help and, uh, for being on this call. Can I get the call reference number?
[AGENT][POSITIVE] OK. Well, you're welcome.
[AGENT][NEUTRAL] Yes, so you would use my name that I gave you along with today's date.
[AGENT][NEUTRAL] And is there anything else, [PII] that I can [PII]?
[CUSTOMER][NEUTRAL] And uh you said your name is?
[CUSTOMER][NEUTRAL] Crazy, OK.
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][POSITIVE] Alright, [PII], that's all I had for today. Thanks so much for your help.
[AGENT][POSITIVE] OK, [PII]. Well, you're welcome and thank you for calling APL if that's all I can help you with. I hope you have a great weekend.
[CUSTOMER][POSITIVE] A good as well. Bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.