AccountId: 011433970860
ContactId: 870fab33-38db-44ec-82bb-1f3af2671114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106120 ms
Total Talk Time (AGENT): 47541 ms
Total Talk Time (CUSTOMER): 44012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/870fab33-38db-44ec-82bb-1f3af2671114_20250603T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I'm calling from a dental office and I'm needing to get some information on the patient please.
[AGENT][NEUTRAL] OK, well, I can help you with the patient's policy. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, let me get that pulled back up.
[CUSTOMER][NEUTRAL] It is 02579757.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's [PII]. I am calling about his wife [PII]. Do you need her date of birth or his?
[AGENT][NEUTRAL] Um, well, hers is fine since she's a patient.
[CUSTOMER][NEUTRAL] OK, hers is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the dental policy will
[AGENT][NEUTRAL] Yeah, their policies are no longer active. It looks like it was only active for a day, [PII].
[AGENT][NEUTRAL] So they, yeah, they don't have any active policies with APL.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] OK, so no active cut bridge.
[CUSTOMER][NEUTRAL] Oh gosh, OK, alright, so no active policy at all with you all?
[AGENT][NEUTRAL] Yes, ma'am, not with a PL.
[CUSTOMER][POSITIVE] OK, OK, alrighty thank you that's all I needed to know.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.