AccountId: 011433970860
ContactId: 42fbdab9-e64d-498b-bbdc-b168d22ed916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284480 ms
Total Talk Time (AGENT): 69019 ms
Total Talk Time (CUSTOMER): 60872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/42fbdab9-e64d-498b-bbdc-b168d22ed916_20250514T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yeah, this is [PII] I any dental benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the dental benefits. Can you repeat your name for me?
[CUSTOMER][NEUTRAL] Yeah my name is [PII].
[AGENT][NEUTRAL] OK, and from my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] The contact number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah, 02555309.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I pull up the policy?
[CUSTOMER][NEUTRAL] Yeah sure.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm here, yeah.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I have the policy here. I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And there are no other um policies with APL at this time.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Uh, you said [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, and you said there is no other active policy for this patient?
[AGENT][NEUTRAL] With APL.
[CUSTOMER][POSITIVE] OK. Oh, yeah, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, one second, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you. Please give me the reference number.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] And again, that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye.