AccountId: 011433970860
ContactId: b57cc405-d4fb-49d3-a2eb-0c806b4d4fd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84209 ms
Total Talk Time (AGENT): 40919 ms
Total Talk Time (CUSTOMER): 27761 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b57cc405-d4fb-49d3-a2eb-0c806b4d4fd5_20250430T13:03_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 [PII], my name is [PII]. I'm calling from De Martino Dental Group, and I wanted to check and see if a patient was still active on a plan.
[AGENT][NEUTRAL] OK, well, I can definitely check the eligibility for you. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02468018.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[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 So I'm actually showing the policy is no longer active.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 from [PII], and they have not had any other policies with APL since then.
[CUSTOMER][POSITIVE] OK, well thank you very much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.