AccountId: 011433970860
ContactId: c04b39cb-a4c1-4f15-a110-8a4fccbc8259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234839 ms
Total Talk Time (AGENT): 90096 ms
Total Talk Time (CUSTOMER): 75210 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c04b39cb-a4c1-4f15-a110-8a4fccbc8259_20250303T20:50_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] Yeah, hi [PII]. This is [PII] calling from 2K Airlines to verify patient eligibility and benefits. Can you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you have one patient that you're needing eligibility and benefits for, is that correct?
[CUSTOMER][POSITIVE] Yes, you got it.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, and the callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, say it again, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, and the policy number is 216047025.
[AGENT][NEUTRAL] Say that one more time, [PII].
[CUSTOMER][NEUTRAL] 216047-025
[AGENT][NEUTRAL] OK, now, [PII], that's not gonna be that it's too many numbers for it to be an American public life policy number.
[CUSTOMER][NEUTRAL] I think this is the person's uh social security number. We're having all this number. Can you please check with the patient name and date of search?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits are you calling in regards to medical or dental?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] And [PII] 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 and date of birth?
[CUSTOMER][NEUTRAL] Yes, and the business name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this dental policy, she had been the subscriber, but it is no longer active. The policy that she had with our company.
[AGENT][NEUTRAL] was active as of [PII].
[AGENT][NEUTRAL] And it turned [PII] and there is no other policy that is active with our company.
[CUSTOMER][NEUTRAL] OK. One minute, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And what is the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] There is no other uh active policy for this patient, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, thank you. And can you help me with the caller reference number for this call?
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] Yeah, sorry, I missed to catch your name. Can you please repeat it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh sorry, I see that. Thanks for your kind information. Thanks for asking me today. Have a great day.
[AGENT][POSITIVE] You're welcome. And is there anything else? Yes. Is there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Nothing else, right. Not just the information all I need for today. Have a great day. Bye-bye. Bye for now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I hope you have a good day as well and thank you again for calling APL. Have a nice evening.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Because