AccountId: 011433970860
ContactId: 633df805-9407-4981-b2b8-7f737022d3f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111230 ms
Total Talk Time (AGENT): 53639 ms
Total Talk Time (CUSTOMER): 52069 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/633df805-9407-4981-b2b8-7f737022d3f7_20250214T22:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from a provider's office.
[CUSTOMER][NEUTRAL] I'm calling just to double check on this patient's insurance to see if it's still active. If not, I wanna get the termination date.
[AGENT][NEUTRAL] Yeah, which
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] 281.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 023.
[CUSTOMER][NEUTRAL] 87635.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy did terminate [PII]. If you'll give me one moment, I will double check to see if she might have one that's active with us. It could just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just to make sure this was for dental correct?
[CUSTOMER][NEUTRAL] Yes, you said September [PII], 2024 0908-2024?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's correct and this was the only policy she had with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, uh, well that'll be all for today. Can I go ahead and get a reference number please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, um, so my last initial is [PII]. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] What's your last initial?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be all for today thank you so much [PII].
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.