AccountId: 011433970860
ContactId: 5849a14c-cd88-4dd4-b3fb-ebf4508abbb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265170 ms
Total Talk Time (AGENT): 87320 ms
Total Talk Time (CUSTOMER): 112251 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5849a14c-cd88-4dd4-b3fb-ebf4508abbb2_20250624T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from the dental provider office. How are you today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking.
[AGENT][NEUTRAL] What can we help you with today?
[CUSTOMER][NEUTRAL] Actually, I'm looking for the patient eligibility and benefit verification. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm sure, there is no extension is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is uh
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 56199.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the name of patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy terminated [PII]. If you'll give me one moment though, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not this was the only policy they had with us.
[CUSTOMER][NEUTRAL] Oh, how is it possible, but because on [PII], I called you guys. Uh, you're one of the representatives name is [PII]. She told me this, uh, patient.
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] I think uh.
[CUSTOMER][NEUTRAL] This member uh policy is not terminate. Could you please check, double check for me?
[AGENT][NEUTRAL] No, so the policy did terminate, um, it was active, however, the policy lapsed, um, due to nonpayment, so it lapsed back to [PII].
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But how is this possible on [PII], I'm doing the eligibility and benefit ver verification for this patient. I speak with your representative name is uh [PII].
[CUSTOMER][NEUTRAL] And I have the call reference number also.
[AGENT][NEUTRAL] Yes, I understand that.
[AGENT][NEUTRAL] Yes, I understand what you're saying. However, due to the other, oh excuse me, underpayment, the policy lapsed back to [PII].
[CUSTOMER][NEUTRAL] So how can you
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The termin date is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] But on [PII], I'm doing the eligibility and benefit vision for this patient.
[AGENT][NEUTRAL] Yes, I understand that the policy lapsed that far back as of [PII] again due to underpayment.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] So it had to be lapsed back to that point of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So how can it be possible if the patient is eligible on [PII]? Because you say that the uh
[AGENT][NEUTRAL] It lapsed. Yes, they lapsed it back to [PII] on [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, could you please send me the fax of this termination date and
[AGENT][NEUTRAL] Um, I have nothing that I would be able to send you that shows a termination date unfortunately.
[CUSTOMER][NEUTRAL] All the information on this fact.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Mhm.