AccountId: 011433970860
ContactId: 7efa317a-244a-46ab-b2e3-9efa5202145d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170179 ms
Total Talk Time (AGENT): 82001 ms
Total Talk Time (CUSTOMER): 49927 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/7efa317a-244a-46ab-b2e3-9efa5202145d_20250623T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] I I see eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, you're needing to get benefit information for a member, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Do you also need eligibility or strictly benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility too as well, yes.
[AGENT][POSITIVE] OK, yes, I can help you with both. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 024343.
[CUSTOMER][NEUTRAL] 05.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Correla and date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, what is the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it dependent under um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is on a dental policy that you're inquiring about, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so any information that again [PII] that I do provide will be a verification of benefits and not a guarantee of payment. So this policy, um, he had been a dependent on, but it is no longer active. This policy actually termed 10-1-2024, and there is not another policy active with our company for them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I appreciate it, um, and then.
[AGENT][POSITIVE] Well, you're very welcome. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, could I get um
[CUSTOMER][NEUTRAL] A um reference number for the call?
[AGENT][NEUTRAL] Yes, you would use my name, [PII], along with today's date.
[CUSTOMER][POSITIVE] All right, perfect. OK, thank you so much.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome. So again, if that's all I can help you with, thank you for calling APL and I hope you have a a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.