AccountId: 011433970860
ContactId: 5b5ef202-aacd-4578-b855-da75153daa43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197839 ms
Total Talk Time (AGENT): 86878 ms
Total Talk Time (CUSTOMER): 59741 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/5b5ef202-aacd-4578-b855-da75153daa43_20250423T17:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling for a benefit breakdown for a patient please.
[AGENT][NEUTRAL] OK, you're needing benefits or only benefits?
[CUSTOMER][NEUTRAL] Could you repeat that please?
[AGENT][NEUTRAL] Are you also needing eligibility or do you only need benefit information?
[CUSTOMER][NEUTRAL] Just a benefit breakdown please.
[AGENT][NEUTRAL] What type of policy are you calling on today?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, so you're needing a fax back of benefits, is that correct?
[CUSTOMER][NEUTRAL] Are you able to provide a benefit breakdown over the phone?
[AGENT][NEUTRAL] I can do
[AGENT][POSITIVE] That verbally, but we also have a fax back that would have all of the inner that I would be happy to send to you.
[AGENT][NEUTRAL] But if you would rather do verbally, we can do that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The letter [PII]
[AGENT][NEUTRAL] OK, thank you, and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the number's policy number Z?
[CUSTOMER][NEUTRAL] The letter O.
[CUSTOMER][NEUTRAL] 233.
[CUSTOMER][NEUTRAL] The letter O again 953.
[AGENT][NEUTRAL] OK, let me see. You're saying the letter O, see if, give me just a moment. OK, so those are not O's, those should be zeros. They're not letters.
[CUSTOMER][NEUTRAL] Are you guys at
[CUSTOMER][NEUTRAL] Oh OK, they have them in the system as the letter 0022 0233.
[AGENT][NEGATIVE] Yes, and that's incorrect.
[AGENT][NEUTRAL] 094.
[CUSTOMER][NEUTRAL] 0953.
[AGENT][NEUTRAL] Mhm. That is correct. It should be all numbers. And any information that I provide for you would be a verification.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] of benefits and not a guarantee of payment. What is your date of birth?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, the member's date of birth?
[AGENT][NEUTRAL] And their name
[CUSTOMER][NEUTRAL] The member's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So she had been the subscriber on this policy, but this policy is no longer active.
[AGENT][NEUTRAL] This policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a term date of [PII].
[AGENT][NEUTRAL] And there is no other policy active with us. Yes, ma'am.
[CUSTOMER][NEUTRAL] 43.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sounds good. I'll let the patient know thank you so much.
[AGENT][NEUTRAL] OK. Well, you're welcome. Is there any?
[CUSTOMER][POSITIVE] That is all thank you bye bye.
[AGENT][NEUTRAL] Anything else that I can help you with today?