AccountId: 011433970860
ContactId: 7928a212-84f7-4485-a622-fb49bf3e2259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159240 ms
Total Talk Time (AGENT): 74949 ms
Total Talk Time (CUSTOMER): 37338 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7928a212-84f7-4485-a622-fb49bf3e2259_20250219T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to verify if the patient is active.
[AGENT][NEUTRAL] OK, you're just needing to verify if a member's policy is still active with APL is that correct?
[CUSTOMER][NEUTRAL] I will also like, well, yes, but I would also like to know of their remaining max as well as um if they have a deductible that needs to be met.
[AGENT][NEUTRAL] OK, so you do need benefit information as well, is that correct, eligibility and benefits?
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] [PII], I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] 02432387
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and what type of policy are you calling on?
[CUSTOMER][NEUTRAL] Dental?
[AGENT][NEUTRAL] And what and any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do show that she had been the subscriber on this dental policy, but this policy is no longer active. [PII]. It was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and she does not have any other active coverage with our company beyond that point.
[CUSTOMER][POSITIVE] Alrighty, thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. So again, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well then, thank you again for calling APO [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.