AccountId: 011433970860
ContactId: c6d0b518-6408-4c91-9f18-784afd34fec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193600 ms
Total Talk Time (AGENT): 83107 ms
Total Talk Time (CUSTOMER): 82400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c6d0b518-6408-4c91-9f18-784afd34fec1_20250303T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I'm calling from a dental office. I just wanted to request a fax of eligibility for a patient.
[AGENT][NEUTRAL] Sure I can send a fax back to you. um, what was your name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, for the patient, let me pull that up. Give me one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I have 024.
[CUSTOMER][NEUTRAL] 50915
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Name is gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Um, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, because we did have verification for the month of February, so I'm, I'm sure it's not terminated. Let me see if I can pull that up.
[CUSTOMER][NEUTRAL] Yeah, I have a verification fax from you guys from February uh actually let me see.
[CUSTOMER][NEUTRAL] OK, that was February of last year I believe.
[AGENT][NEUTRAL] OK. Yeah, I am showing that it terminated in October.
[CUSTOMER][NEUTRAL] OK, is there any way you could send me like a proof of that?
[AGENT][NEUTRAL] Um, I don't think that there's anything I could send you with that. Let me see.
[CUSTOMER][NEUTRAL] Or if I could get like a reference number for the call.
[AGENT][POSITIVE] Oh yeah I can give you a reference number for sure let's see, hang on.
[CUSTOMER][NEUTRAL] OK, you said it was terminated in October?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um, that was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then can I get a reference number please?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with on that?
[CUSTOMER][NEUTRAL] No, that's it you said it was your first name, first name, uh, first initial, and then today's date?
[AGENT][NEUTRAL] First name last initial on today's date, um, so my last initial is [PII] and then yesterday's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you're not able to send me like any proof of the termination or anything, right?
[AGENT][NEGATIVE] Unfortunately, no, um, I think on the fax pack it only lets us put a um.
[AGENT][NEUTRAL] Uh, when it was first active, but there's no spot for a term date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alrighty, sounds good. I'll just go ahead and contact the patient.
[AGENT][POSITIVE] All right, sorry about that. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, no worries, that's all thanks so much.
[AGENT][POSITIVE] OK, yes, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.