AccountId: 011433970860
ContactId: c225a9b0-5fad-4cbf-8eaa-de29e8eb9ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227100 ms
Total Talk Time (AGENT): 103003 ms
Total Talk Time (CUSTOMER): 90477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c225a9b0-5fad-4cbf-8eaa-de29e8eb9ec5_20250402T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, [PII]. My name is [PII]. I'm calling from TrueK Dentistry.
[CUSTOMER][POSITIVE] And uh I just need some benefit in. Yeah, I'm good. How about you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Doing well thank you. What can we do for you?
[CUSTOMER][NEUTRAL] OK. I just need some benefit information for this patient and I want to know if the policy is uh still active or not.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do have. Give me a second, please.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Uh, it's uh 02346815.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK. Uh, should I give you the details for subscriber or uh the patient?
[AGENT][NEUTRAL] Oh, the patient, that's fine.
[CUSTOMER][NEUTRAL] OK. So the name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active, effective date was [PII].
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, what was that uh fax number for you?
[CUSTOMER][NEUTRAL] Uh, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, alrighty, I will get this sent to you. I should get it here within about 10 minutes or so. Um, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I just need the recent uh date of service. So can you help me with that, please?
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I just need the last date of service for this patient.
[AGENT][NEUTRAL] Uh yes, give me just a moment, let me check that history.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Keep it.
[AGENT][NEUTRAL] OK, last date of history I have or date of service I have for this member was [PII].
[AGENT][NEUTRAL] They did have as was um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] X-ray, well.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] So it doesn't look like those benefits were paid actually um so the last date of service that we were actually able to pay a benefit that was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, yeah, that's uh all I wanted to know. Thank you so much for the information, [PII]. And uh can you give me the call reference number, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, yeah, thank you so much, [PII], and have a great day.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.