AccountId: 011433970860
ContactId: 8614ef59-6fc2-4625-af1c-87a27184c634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131649 ms
Total Talk Time (AGENT): 62272 ms
Total Talk Time (CUSTOMER): 52358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8614ef59-6fc2-4625-af1c-87a27184c634_20250311T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] calling on behalf of our provider to check dental benefit for one patient. Please help me with that.
[AGENT][POSITIVE] Sure, yeah, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] The callback number [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02494547.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth July, sorry, [PII]. [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII].
[AGENT][NEUTRAL] If you'll give me one moment I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] Oh, thank you so much. Sure, take your time.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] And uh, can you just repeat the termination date? [PII]?
[AGENT][NEUTRAL] Uh, [PII]. Uh, it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and patient has no other active dental coverage.
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][NEUTRAL] Got it. And uh can you just provide me the group number? What is the group number for the plan?
[AGENT][NEUTRAL] A group number? Yes, one moment.
[AGENT][NEUTRAL] Group number uh that's 70056.
[CUSTOMER][NEUTRAL] Got it. And uh the last thing, just provide me with the reference number, please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last [PII] is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, this will be all. Thank you for asking and hope you have a wonderful day. Bye, take care.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.