AccountId: 011433970860
ContactId: 863181a2-98d8-47e2-923d-03c1e608a733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219259 ms
Total Talk Time (AGENT): 72926 ms
Total Talk Time (CUSTOMER): 97464 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/863181a2-98d8-47e2-923d-03c1e608a733_20250206T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of the dental office to check on the eligibility and benefits for the patient. Could you please help me with that?
[AGENT][NEUTRAL] Sure, [PII], I can assist you. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh for the contact number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is the social, it is [PII].
[AGENT][NEUTRAL] Wait, 11 2nd.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. No one's coming up under that social. I can repeat it back to you. Um, you said it was 506-787-374?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, no one's coming up under that social. I could try name and date of birth.
[CUSTOMER][NEUTRAL] Yes, uh for the first name, it is spelled as
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh sorry for that. Uh, I'll repeat it again. It is [PII].
[CUSTOMER][NEUTRAL] It's [PII]. And for the last name, it is [PII]. And the name will be [PII].
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] It's for the dental.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] No, sir. I'm not showing um any active policies coming up under that name.
[AGENT][NEUTRAL] For dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have an ID here. It starts with D as in delta.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the ID number, it is uh D as in Delta 99847432.
[AGENT][NEUTRAL] OK. Um, our policy numbers doesn't start with the letter D. Most of them start with 01 or 02.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, then I think I have to contact the patient for the current benefit details. But uh do we have any plans that have a termination date for this patient?
[AGENT][NEUTRAL] No, sir. I'm not showing any. I would have to pull up the um member's policy in order to give you that information. And so far I'm unable to find her in our system.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, then, then that's all the information you today. Just could you please spell your name and give the call reference number for our call.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for the information and assistance.
[AGENT][POSITIVE] OK. I thank you, um, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] right.