AccountId: 011433970860
ContactId: 6d9c9e19-058f-4c49-803e-4159aac1cb08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211339 ms
Total Talk Time (AGENT): 75959 ms
Total Talk Time (CUSTOMER): 70281 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/6d9c9e19-058f-4c49-803e-4159aac1cb08_20250131T18:18_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from dental provider office. I'm calling regarding patient benefit and eligibility.
[AGENT][POSITIVE] OK, perfect. I'd love to help you with benefits and eligibility today and did you say your name was [PII] or Journey? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII], thank you and what is the callback number I can get from you real quick?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Perfect. And the policy number we want to look at today?
[CUSTOMER][NEUTRAL] Uh, that is 1080673.
[AGENT][NEUTRAL] All righty and
[AGENT][NEUTRAL] All right. Um, your, I'm so sorry. May I have your insured's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the insured's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right, I do see [PII] here, um, but unfortunately, this policy is no longer active. It looks like his coverage terminated [PII].
[CUSTOMER][NEUTRAL] Uh, let me check. That is [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what is the group name and the group number?
[AGENT][POSITIVE] Yes, let me pull that up for you. Hang tight.
[AGENT][NEUTRAL] Alright, I have the group number is 50011.
[AGENT][NEUTRAL] Are you still there with me, ma'am? Oh, OK, perfect. And then the group name is URWA Shepherd Lighting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and uh the policy has turned out on the [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and um let hold just hold for a second.
[CUSTOMER][POSITIVE] Yeah, uh, could you please check it again, this policy has been really turned out.
[AGENT][NEUTRAL] Yeah, this policy is really termed.
[CUSTOMER][NEUTRAL] OK, and could you please tell me your name and the reference number for this call?
[AGENT][NEUTRAL] Yeah, my name is [PII], first initial, last name, [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah, and your name is [PII], right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, uh, at.
[CUSTOMER][NEUTRAL] As I'm checking, this form has been verified on November and the policy was active till November, so that's why I asked. Could you please check it again?
[AGENT][NEUTRAL] Yeah, I show here that the term date is 10-01-2024.
[CUSTOMER][POSITIVE] OK, no problem. Thank you. Have a great day.
[AGENT][POSITIVE] My pleasure thank you you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.