AccountId: 011433970860
ContactId: b38a7fa5-77f3-4591-9706-020651421301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111319 ms
Total Talk Time (AGENT): 54275 ms
Total Talk Time (CUSTOMER): 42838 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b38a7fa5-77f3-4591-9706-020651421301_20250225T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] with Stoneo Dental Care and I just need to verify that this new patient has benefits.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, the one they gave me is 02544805.
[AGENT][POSITIVE] Alright, hold on one moment. Thank you for that.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective, um, only for one day, [PII], and there's been no policy since then with us.
[CUSTOMER][NEUTRAL] So it expired on [PII] or [PII].
[AGENT][NEUTRAL] Well, this, well, it actually
[CUSTOMER][NEUTRAL] Where you said one day?
[AGENT][NEUTRAL] [PII], um, is the date that I'm showing.
[CUSTOMER][NEUTRAL] OK, so literally just one day.
[CUSTOMER][NEUTRAL] OK, and there's no other new policies for them?
[AGENT][NEUTRAL] Not with APL.
[CUSTOMER][POSITIVE] OK got you alright perfect well thank you for letting me know that I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye