AccountId: 011433970860
ContactId: 8c6b7897-aa4f-4bc7-971e-3500e313ec9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215589 ms
Total Talk Time (AGENT): 85561 ms
Total Talk Time (CUSTOMER): 92633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8c6b7897-aa4f-4bc7-971e-3500e313ec9d_20241230T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII] with TLC Dental. I was calling to verify a member's eligibility and um.
[AGENT][NEUTRAL] Yeah, I can check eligibility, uh huh.
[CUSTOMER][NEUTRAL] Yes, just to ask a quick question, is the policy number that's on the card the ID number for the subscriber?
[AGENT][NEUTRAL] It should be, yeah, we'll definitely check uh make sure um I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then, uh, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII] got it alrighty and then uh I will go ahead and take that uh member ID.
[CUSTOMER][NEUTRAL] It is 02033632.
[AGENT][NEUTRAL] 632. OK.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Oh, that's not the date of birth that I've got for him. Hang on.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Um, I, that is not the date of birth I have for him.
[CUSTOMER][NEUTRAL] [PII] no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] Sorry, actually that's my fault. I'm looking at a different patient, um, let's go back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that. Alright, so, uh, the policy is active. Effective date was [PII]. Uh, if you'd like, I can send you a fax fax showing their covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what's that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then would I just put this to your attention, Asia?
[CUSTOMER][NEUTRAL] Yes you can and also I just wanted to get more information um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The correct group number is Group voluntary Dental.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said so what so you schedule?
[AGENT][NEUTRAL] That's not the group uh that that's the um plan name.
[AGENT][NEUTRAL] Um, did you need the group name or number or both?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, the group name would be great.
[AGENT][NEUTRAL] OK, yes, group name is Oxford Global Resources LLC.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I say your name again?
[AGENT][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And also just a reference number for this call before you go.
[AGENT][NEUTRAL] Sure, uh, reference number would just be my first name, last initial, and today's date. And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] What's your last initial?
[AGENT][NEUTRAL] Oh sorry yes it's uh A.
[CUSTOMER][POSITIVE] Thank you, and that'll be all for today. You have a great day.
[AGENT][POSITIVE] No problem. Alright, yeah, thanks for calling APO. I hope you have a, uh, happy new year.
[CUSTOMER][POSITIVE] Same to you thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.