AccountId: 011433970860
ContactId: 88af0268-ba45-4a81-bda3-9d2d95e0bf09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280320 ms
Total Talk Time (AGENT): 71448 ms
Total Talk Time (CUSTOMER): 86221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/88af0268-ba45-4a81-bda3-9d2d95e0bf09_20250616T15:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. So I'm calling from a provider's office because I have a couple questions regarding one of your guys's members and I was hoping you could help me out.
[AGENT][POSITIVE] Sure, I can help you with benefits. Um, who am I talking with?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Of course, uh, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do bear with me.
[CUSTOMER][NEUTRAL] Mm, I have it somewhere. I know I do.
[CUSTOMER][NEUTRAL] OK, so I have.
[CUSTOMER][NEUTRAL] OK, so I have W27.
[CUSTOMER][NEUTRAL] 0345560
[AGENT][NEUTRAL] Do you have their card with you that says member ID or policy certificate number?
[CUSTOMER][NEUTRAL] Uh, let me see because I only have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] OK, I do not, no, I'm not seeing it in here.
[AGENT][NEUTRAL] OK. Do you have their social security number?
[CUSTOMER][NEUTRAL] I should bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm so sorry, just give me one second.
[AGENT][NEUTRAL] It's OK. It's OK.
[CUSTOMER][NEUTRAL] OK, yes, I have [PII].
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][POSITIVE] Of course thank you.
[AGENT][NEUTRAL] And what is the first and last name?
[CUSTOMER][NEUTRAL] First name [PII] last name [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is her date of birth, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that um.
[AGENT][NEUTRAL] Is this in regards to, it looks like she has several with us, so I just pulled one up. Um, is this in regards to a dental or a type of hospital?
[CUSTOMER][NEUTRAL] Uh, it's in regards to dental.
[AGENT][NEUTRAL] Dental, OK.
[AGENT][NEUTRAL] Let me pull that policy up.
[AGENT][NEUTRAL] It looks like this policy, um,
[AGENT][NEUTRAL] Lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, so the plan is not currently active?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][POSITIVE] OK awesome then I will call the front desk because for some reason they have this one attached um and go from there.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, OK, and then awesome so it's gonna be if I could just get a reference number please?
[AGENT][NEUTRAL] Sure, so we don't have reference numbers, but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII].
[AGENT][POSITIVE] You're welcome thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][NEUTRAL] Bye.