AccountId: 011433970860
ContactId: 7d1df99b-20d8-4e52-8683-4f35e605847c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108879 ms
Total Talk Time (AGENT): 59782 ms
Total Talk Time (CUSTOMER): 26911 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/7d1df99b-20d8-4e52-8683-4f35e605847c_20250114T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I just need to verify uh eligibility for a patient of ours.
[AGENT][POSITIVE] Alright I'll be glad to help you go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and the member's policy number?
[CUSTOMER][NEUTRAL] The subscriber ID is 02434238.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. And what is your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Well, it's like who is the insured on this dental plan to show the original effective date [PII]. They show this dental plan terminated here on [PII]. Let me go and make sure they didn't flip to a different number. Let's see.
[AGENT][NEUTRAL] No, ma'am, he did not. So this patient did terminate here [PII]. There's no active dental plan at all.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. Is that all I can answer for you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] That's it mhm.
[AGENT][POSITIVE] Alright, thanks for calling APO. You have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.