AccountId: 011433970860
ContactId: c7feefcf-bd97-4e8a-8a91-556c46c1dce3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150889 ms
Total Talk Time (AGENT): 67648 ms
Total Talk Time (CUSTOMER): 50249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c7feefcf-bd97-4e8a-8a91-556c46c1dce3_20250306T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and by the way, how are you doing today?
[AGENT][POSITIVE] I'm doing well. I'm sorry, what did you say your name was?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you what can we help you with today?
[CUSTOMER][NEUTRAL] So I have a question regarding for the eligibility and benefit.
[AGENT][NEUTRAL] OK, I can take eligibility and benefits for you. Do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is 02327775.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Uh, the subscriber name or the patient name?
[AGENT][NEUTRAL] Uh, patient name is fine.
[CUSTOMER][NEUTRAL] OK. So the patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is no longer active, uh, effective, or excuse me, the termination date was [PII]. If you'll give me one moment, I'll see if they have an active policy, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they have with us.
[CUSTOMER][NEUTRAL] OK. So there is a dental policy or the medical policy?
[AGENT][NEUTRAL] This is a dental policy.
[CUSTOMER][NEUTRAL] OK. May I have your name spelled?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah OK and what the office number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so you said uh what was the effective date?
[AGENT][NEUTRAL] Uh, let me see. The effective date was [PII].
[AGENT][NEUTRAL] And the termination date was [PII].
[CUSTOMER][POSITIVE] OK, so thank you so much for assisting me. Have a great day and bye for now.
[AGENT][POSITIVE] Of course, thanks for the APL you too bye bye.