AccountId: 011433970860
ContactId: b6d9ba71-7b9b-42b5-95fc-520237d8d24b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193110 ms
Total Talk Time (AGENT): 71222 ms
Total Talk Time (CUSTOMER): 63550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b6d9ba71-7b9b-42b5-95fc-520237d8d24b_20250502T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from the provider's office regarding the benefit of a patient. Could you please help me out with that?
[AGENT][NEUTRAL] OK, [PII], you're needing benefit information for a member, is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And do you also need be eligibility or do you only need benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility as well.
[AGENT][POSITIVE] Yes, ma'am. I can help you with both and what is your callback number?
[CUSTOMER][NEUTRAL] Oh sure, the best callback number would be [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure. The number I have is 02450977.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what type of policy are you calling on [PII]?
[CUSTOMER][NEUTRAL] Uh, dental policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any information or 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] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So he had been a subscriber on this plan but this policy is no longer active. This policy had an effective date of [PII].
[AGENT][NEUTRAL] And a termination date of [PII] and there is no other active policy with APO.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, thank you so much for clarifying that. So just to confirm, um, even with the patient's name and date of birth, there wouldn't be any active coverages found, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, ma'am, I cross checked that before I provided you the information.
[CUSTOMER][NEUTRAL] I understand. So [PII], no other.
[CUSTOMER][NEUTRAL] Active coverages OK plans and um.
[CUSTOMER][POSITIVE] [PII] OK, thank you so much for helping me out with all that information, [PII]. Could I please have the reference for call?
[AGENT][NEUTRAL] Well, you're
[AGENT][NEUTRAL] Yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much for helping me [PII] and have a great day ahead. Bye bye. Take care.
[AGENT][POSITIVE] Oh you are, yes, ma'am. I hope you do too, and thank you again for calling APL.