AccountId: 011433970860
ContactId: bd452ed3-886d-4d53-ac11-ccda7d8c1afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153380 ms
Total Talk Time (AGENT): 57620 ms
Total Talk Time (CUSTOMER): 67468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/bd452ed3-886d-4d53-ac11-ccda7d8c1afe_20250424T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from uh Leaf Dental office, and I'm sorry, you said your name is who?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh [PII], alright, thank you [PII]. um I have one patient here today um I just wanna see if this patient is still um active and um also I would like to look and see if um you have the predetermination on file.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, you, you sent one to us and just wanna see if we received that?
[CUSTOMER][NEUTRAL] That's right. I mean, it's just for um a preventative service uh cleaning exam and um X-rays.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, yeah, I can check that eligibility and see if that purchase has been received. Um, [PII], can I give you a call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yup. [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy?
[CUSTOMER][NEUTRAL] I do. Uh, policy number, that's 24.
[CUSTOMER][NEUTRAL] 74753. I'm sorry, there's 0 before the 2. So it's 02474753.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Should be for [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and the birthday's [PII].
[AGENT][NEUTRAL] OK, well, I appreciate you verifying that, [PII]. Uh, so this policy terminated or excuse me, [PII]. If you'll give me one moment, I'll check to see if she has one, that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no, this was the only policy that she had with us.
[CUSTOMER][NEUTRAL] This is the policy uh with the group number of 7,070,030.
[AGENT][POSITIVE] Let me check. Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for looking into that, [PII]. Do we have a call reference number by any chance?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date and so uh my last initial is [PII] and was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you again for your time and have a good day goodbye.
[AGENT][NEUTRAL] All right. Yeah.