AccountId: 011433970860
ContactId: 67d8f218-cae0-481c-8cb9-cc778eb6f77a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189649 ms
Total Talk Time (AGENT): 85538 ms
Total Talk Time (CUSTOMER): 86580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/67d8f218-cae0-481c-8cb9-cc778eb6f77a_20250415T20:30_UTC.wav
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[CUSTOMER][NEUTRAL] Extraction
[CUSTOMER][NEUTRAL] That was in February, so I wonder if it termed at the very end of January.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hi, I am, um, trying to find out some information on a patient's dental insurance.
[AGENT][NEUTRAL] OK, information like policy information or?
[CUSTOMER][NEUTRAL] Well, um, we had gotten, uh, we had gotten an EOB saying a patient had termed, but I had, um, an insurance verification from like 2 days prior, so I'm just trying to get some updated information on that.
[AGENT][POSITIVE] OK. Uh, I can definitely help you with the policy and the effectiveness. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And what is your area code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02571402.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And will you grab that phone that second line? I think that's liberty calling um.
[CUSTOMER][POSITIVE] Thank you for calling.
[AGENT][NEUTRAL] Alright and I'm here and I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth was [PII]. hold on just a moment, OK?
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. OK, so the policy was effective, hold on one moment, from [PII]. So they may have another dental insurance, but it's not with APL.
[CUSTOMER][NEUTRAL] I that
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, that is really weird because I was able to verify the insurance insurance on [PII] of this year and was able to get a verification. So I'm having a hard time understanding.
[AGENT][NEUTRAL] A verification in what way? You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] We got a verification from you guys saying that there was active coverage so I'm having a hard time with this one.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK, so I will, um, let me see, I do see some notes here. I'll see who that is and um you know, if we have to get them some coaching or something, I'm definitely sorry that the wrong information was given.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, I'm not even sure who I will have to get with my supervisor to see who that is, but um, yeah, the policy is definitely not active.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Alright, well, I may have to call the patient and see if there's updated insurance and I guess we'll just go from there.
[AGENT][POSITIVE] OK, and again, I do apologize that that was given to you, [PII]. Um, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] No, not at all thank you.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.