AccountId: 011433970860
ContactId: 851d8c13-023b-442c-9b45-f54d4861009b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166399 ms
Total Talk Time (AGENT): 60288 ms
Total Talk Time (CUSTOMER): 64911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/851d8c13-023b-442c-9b45-f54d4861009b_20250403T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, this is [PII] on a recorded line calling from the dental office for the eligibility and benefits. If you could help me today.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII] and for the number we have [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, so it is 01326525.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, patient first name is [PII] with the last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So, um, if you don't mind, can you check for me whether they have any other plan or not after the termination?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and I'm not showing any active policies in the system for this member.
[CUSTOMER][NEUTRAL] OK, so this is, thank you. So this is the only plan that terminated on [PII], right?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Um, it was the group or individual term.
[AGENT][NEUTRAL] Please repeat the question.
[CUSTOMER][NEUTRAL] Is it a group or individual termination?
[AGENT][NEUTRAL] I'm a group termination.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you don't mind, can you spell my name once again for me?
[AGENT][NEUTRAL] My name is spelled [PII]. Um it's [PII] Last initial [PII], and my name and today's date, um is the, is the reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, actually this is the only plan I have here with me, so thank you very much, Miss [PII] for helping me. Have a great day and take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.