AccountId: 011433970860
ContactId: 8cd8c5ac-fa1b-4c12-bf3c-0aa880fdfbb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266529 ms
Total Talk Time (AGENT): 86794 ms
Total Talk Time (CUSTOMER): 99917 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8cd8c5ac-fa1b-4c12-bf3c-0aa880fdfbb0_20250124T21:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the dental office to check the eligibility and benefit for a member on a recorded line. Could you please help me with that?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I me
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's 945-457-7.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's, it's [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's, can you verify that number one more time?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, the policy number one more time, Mr. [PII].
[CUSTOMER][NEUTRAL] 9454571.
[AGENT][NEUTRAL] 55459.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, that's not pulling anything on my end. Um, do you have a copy of the card?
[CUSTOMER][NEUTRAL] Could you please your name and date of birth first? All right, let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I, I think I'm having a group, uh, sorry, policy number that's 02484904.
[AGENT][NEUTRAL] OK. Thank you, one moment.
[AGENT][NEUTRAL] OK. And let me have that date of birth one more time.
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And you said you need eligibility and benefits. Um, Mr. [PII], this policy is terminated. Um, so this policy was effective.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. How many dollars.
[AGENT][NEUTRAL] [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] And with that member ID, that previous member ID which I gave you with 945, didn't, that didn't pull up any patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and could you please help me with your name, and before that, could you please help me know is there any, is there any other active member plan?
[AGENT][NEUTRAL] Is there any, what member plan? I'm sorry, I didn't get that.
[CUSTOMER][NEUTRAL] Any other active plan for the member?
[AGENT][NEUTRAL] I'm not sure what you're trying to say.
[CUSTOMER][NEUTRAL] So you're saying that this plan has been termed, right?
[AGENT][POSITIVE] Correct, yes, that is true.
[CUSTOMER][NEUTRAL] So any other plan for the member?
[AGENT][NEUTRAL] None that I can see, not in my end.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, no worries. And can I get to know your name and the reference number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] My name is [PII]. That's [PII] is [PII].
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Amazing. Thank you for the information. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You're about to get.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh