AccountId: 011433970860
ContactId: aaf46b2a-d717-4376-9900-22164ac9b973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136970 ms
Total Talk Time (AGENT): 53397 ms
Total Talk Time (CUSTOMER): 49427 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/aaf46b2a-d717-4376-9900-22164ac9b973_20250508T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Reco Beni Dental. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thanks for asking. Actually, I'm looking for eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. It's a direct line extension.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It will be 2288041.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The number first name will be [PII] and the last name is [PII] And date of birth will be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm showing that the policy is no longer active. Um, it was effective from [PII], and there are no other active policies with APL at this time.
[CUSTOMER][NEUTRAL] And termination date all will be same also, right? [PII], right?
[AGENT][NEUTRAL] Right, that's the termination date.
[CUSTOMER][NEUTRAL] Please give me a second.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the call reference number for this conversation?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for your support. Take care. Bye-bye. Have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all the information I need. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Hope you have a great day.