AccountId: 011433970860
ContactId: 87260f40-940f-4bbd-b509-ef78350c6440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112230 ms
Total Talk Time (AGENT): 55810 ms
Total Talk Time (CUSTOMER): 44727 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/87260f40-940f-4bbd-b509-ef78350c6440_20250128T20:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling, um, I have a patient that is stating that they no longer have you guys as their dental, but I just called on the [PII] and got a verification of benefits. So I just wanted to confirm if he's still active.
[AGENT][POSITIVE] OK, yeah, absolutely. And do you have, can I have your name please? I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. My name is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and the member's policy number?
[CUSTOMER][NEUTRAL] 02006297
[AGENT][POSITIVE] Perfect. And while I'm pulling up that policy, do you mind if I send you a quick call back number from you as well?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Perfect. And your insured's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] So I do see [PII] here on my side I show he is active, um but sometimes like the groups if he's left the company, um, it will take them a little while to like report that that their insured no longer is with that company but I show him as active on my side.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no worries. Well, I will just let him know that and um we'll just keep it moving. um [PII], is there a reference number I can get from you? That is all I need today.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah, the reference number is my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and you have a fabulous day.
[CUSTOMER][POSITIVE] You too honey bye bye.
[AGENT][NEUTRAL] Bye bye.