AccountId: 011433970860
ContactId: 417674cf-f3b5-442f-862f-8d423962bfbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95169 ms
Total Talk Time (AGENT): 43670 ms
Total Talk Time (CUSTOMER): 36181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/417674cf-f3b5-442f-862f-8d423962bfbf_20250407T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Kimes Family Dentistry in [PII].
[CUSTOMER][NEUTRAL] Um, I'm trying to check eligibility for patients.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the member's policy number, please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, policy number is 02544700.
[AGENT][NEUTRAL] OK, and please verify the name and date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, 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 actually expired on [PII].
[AGENT][NEUTRAL] Yeah, and it was affected [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Terminated on [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, that's what I needed to know, thank you very much.
[AGENT][POSITIVE] Yes, OK, I thank you again for calling ATL [PII]. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK