AccountId: 011433970860
ContactId: 9f272246-00cc-4403-aff0-d2219ddac9ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222960 ms
Total Talk Time (AGENT): 58938 ms
Total Talk Time (CUSTOMER): 110303 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9f272246-00cc-4403-aff0-d2219ddac9ee_20250116T13:52_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from office. I'm a patient and the benefits.
[AGENT][NEUTRAL] You're needing benefits?
[CUSTOMER][POSITIVE] Yeah, dental benefits.
[AGENT][NEUTRAL] OK, is it
[AGENT][NEUTRAL] You said dental, OK, we can help you. And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, 02258091.
[AGENT][NEUTRAL] And what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh just a minute.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your fax number so we can fax the schedule to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient name is [PII]. Last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Can double check this pan is active or terminator.
[AGENT][NEUTRAL] You know, the policy is no longer active. The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm doing.
[CUSTOMER][NEUTRAL] So the patient is not active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] You can do any double check any other active plan that patient.
[AGENT][NEUTRAL] There's no active coverage with American Public Life, Jack, and did you have any other questions?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, nothing, so we can send the fax fax the fashion detail.
[AGENT][NEGATIVE] We cannot because there's no coverage.
[CUSTOMER][NEUTRAL] The coverage. Just a minute, I can check it.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, you can check the patient name and date of birth. You can search any other active plan.
[AGENT][NEUTRAL] Sir, there's no other coverage with the APL.
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, spell out your name.
[AGENT][NEUTRAL] You'll use my name in today's status reference for today's call [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Can you repeat again?
[AGENT][NEUTRAL] And any other questions yet?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Reference number your name is today Street. OK, thank you, thank you.
[AGENT][NEUTRAL] My name.
[AGENT][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Have nothing thank you have a nice day.
[AGENT][POSITIVE] All righty. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.