AccountId: 011433970860
ContactId: b9361315-72a5-4df7-b47a-eab9e9f1e04e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168990 ms
Total Talk Time (AGENT): 75850 ms
Total Talk Time (CUSTOMER): 57283 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b9361315-72a5-4df7-b47a-eab9e9f1e04e_20250313T16:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to get a breakdown of a patient's benefits and eligibility.
[AGENT][NEUTRAL] OK, is this on a dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am. On our dental policies I can help you with this, and on our dental policies we do have fax backs of the members benefits that I will send to you that will have all of their information on there. Uh, first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you, and your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not sure what the.
[CUSTOMER][NEUTRAL] She only has her social listed and a plan number and a group number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is the full social please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and like Key, any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] OK, this she had been a subscriber. However, this policy is no longer active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date on this plan was [PII], and it turned on [PII] and there is no other active coverage.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you're welcome. And is there anything else, [PII] that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you again then for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.