AccountId: 011433970860
ContactId: b2123ea2-4f66-4c99-8bd9-572397149ae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130850 ms
Total Talk Time (AGENT): 55788 ms
Total Talk Time (CUSTOMER): 31893 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b2123ea2-4f66-4c99-8bd9-572397149ae4_20250310T17:46_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just trying to verify dental eligibility.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify that the policy is that if you do not need to fax back of benefits.
[CUSTOMER][NEUTRAL] Um, well, possibly it depends on like the group name and number and that kind of thing.
[AGENT][NEUTRAL] OK, I can help you with that. So, what is the um callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is 02476315.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and sir, 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 date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So she had been a subscriber on this policy, but it is no longer active. She does not have another policy that is active. This one was active from 3-11-2024 to 929-2024.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome. So is there anything else that I could help you with this afternoon, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.