AccountId: 011433970860
ContactId: be4fb244-bf37-44b3-ae0c-479f6b7804f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129679 ms
Total Talk Time (AGENT): 68160 ms
Total Talk Time (CUSTOMER): 30211 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/be4fb244-bf37-44b3-ae0c-479f6b7804f4_20250326T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Lasting Smiles of Stratford. Um, I just need to verify if the patient has active dental coverage.
[AGENT][NEUTRAL] OK, [PII], you're only needing to verify if the policy is active or not. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And tell me, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's 02275054.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and any information [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, on this policy, she was a dependent, but this policy is no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] To [PII] and there is no other active policy.
[AGENT][NEUTRAL] Beyond that point.
[CUSTOMER][NEUTRAL] OK, was it
[CUSTOMER][NEUTRAL] Is it a group term or individual?
[AGENT][NEUTRAL] Uh, this shows as an individual. I mean, the entire policy terms, but on a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Individual level, yes ma'am.
[CUSTOMER][POSITIVE] OK all right perfect thank you so much for your help.
[AGENT][NEUTRAL] OK. Well, you're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well thank you again then for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.