AccountId: 011433970860
ContactId: 77926429-8491-4302-b0c8-0f3bbd8664ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118989 ms
Total Talk Time (AGENT): 51999 ms
Total Talk Time (CUSTOMER): 41270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/77926429-8491-4302-b0c8-0f3bbd8664ea_20250410T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] calling from Market dental provider's office. I need to verify the patient's eligibility and benefit details. Could you assist me regarding this?
[AGENT][NEUTRAL] Yes, I can check eligibility as um I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, I can see the callback number is [PII]. Rendering extension is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, it's 617-317.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, patient's first name is [PII] is the first name and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, and could you help me with an uh effective date for the termination plan?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I have your name and call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] last [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you, thank you for providing valuable information. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.