AccountId: 011433970860
ContactId: 9d0ac6e4-9506-48cc-8e61-fe2080688e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97400 ms
Total Talk Time (AGENT): 51588 ms
Total Talk Time (CUSTOMER): 32095 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9d0ac6e4-9506-48cc-8e61-fe2080688e63_20250116T16:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi there I'm just trying to verify benefits for a patient for dental.
[AGENT][POSITIVE] OK, yeah, I'd love to help you out with some dental benefits today and can I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and can I get the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, their ID number or their or their group number?
[AGENT][NEUTRAL] Oh, that ID number.
[CUSTOMER][NEUTRAL] I was gonna say I don't find a group number um.
[CUSTOMER][NEUTRAL] 02505098
[AGENT][POSITIVE] Perfect. And Ms. [PII], do you mind while I'm pulling up that policy if I snag a quick call back number from you as well?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 9222.
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Let's see. All right. Would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] [PII]. OK, perfect. I do see her right here and hang tight while I look into something for you, my friend.
[AGENT][NEUTRAL] Alright, I am showing [PII] here. Um, it does look like though, unfortunately, I'm showing that her policy is no longer active.
[CUSTOMER][NEUTRAL] OK, as of when?
[AGENT][NEUTRAL] I have here that it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll reach out to the patients.
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye