AccountId: 011433970860
ContactId: 80351c71-149c-46be-ba1a-d362d1e6d163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218139 ms
Total Talk Time (AGENT): 63142 ms
Total Talk Time (CUSTOMER): 77668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/80351c71-149c-46be-ba1a-d362d1e6d163_20250417T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], um, and I work for Oxford Healthcare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm calling because I had a dental appointment a couple of weeks ago and um they tried to file a claim and it said that.
[CUSTOMER][NEGATIVE] Something that I wasn't eligible.
[AGENT][NEUTRAL] OK. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 846
[CUSTOMER][NEUTRAL] 32
[AGENT][NEUTRAL] OK, thank you. I just need to verify a few pieces of information. That's a good callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 8459
[AGENT][NEUTRAL] OK. And what is your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Lastly, I just need your email address.
[CUSTOMER][NEUTRAL] It's uh [PII], my first and last name, all lower case.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see. OK, so you had an appointment recently, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Do you know what date that was?
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] Uh, the [PII], uh.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes, um, the [PII] this month.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, so it looks like we're waiting on um confirmation of eligibility from benefits and a card.
[AGENT][NEUTRAL] So once we've received that, the claim will process um according to the policy.
[AGENT][NEUTRAL] Um, if there's any questions on it, um, you can call benefits and a card or I can transfer you over there if you have questions on when that will be completed.
[CUSTOMER][NEUTRAL] OK, cause that's what um the um
[CUSTOMER][NEUTRAL] The office was letting me know that that's what it was telling them also that they're waiting on, so just let them know that they're waiting on benefits in the card to process it.
[AGENT][NEUTRAL] So we're just waiting on benefits in a card to send confirmation of your eligibility that the plan is active. We, we've got you in the system, we have the claim on file, um, it's just when we get that eligibility confirmation, then we'll continue on processing the claim.
[CUSTOMER][NEUTRAL] OK, OK, I'll let them know that then, but yes, you can go ahead and transfer me for me as well.
[AGENT][NEUTRAL] OK, um, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English,