AccountId: 011433970860
ContactId: 99f3fa53-ff1a-4e74-bbc0-dbb0b23b3960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140720 ms
Total Talk Time (AGENT): 77380 ms
Total Talk Time (CUSTOMER): 29438 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/99f3fa53-ff1a-4e74-bbc0-dbb0b23b3960_20250421T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm just needing to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I'm bringing in what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] It is 02365840.
[AGENT][POSITIVE] OK, thank you, give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is this on a dental policy brand that you're needing information on today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Uh first name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she had been a dependent on this dental policy, but this policy is no longer active brand. This policy actually termed as a [PII]. It had an effective date of [PII], and again a term of [PII], I'm sorry, term date is [PII], and there is no other active coverage with APL on that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well then, thank you, [PII] for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.