AccountId: 011433970860
ContactId: c92d5d77-cd65-499d-9b36-74c4238a219e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154240 ms
Total Talk Time (AGENT): 77136 ms
Total Talk Time (CUSTOMER): 44080 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/2025/05/12/c92d5d77-cd65-499d-9b36-74c4238a219e_20250512T16:36_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] Mhm
[CUSTOMER][NEUTRAL] Uh, yes, hi, I was calling to get some information on a subscriber.
[AGENT][NEUTRAL] OK, you're needing information?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Image Dental care. I just want to see how much their policy covers.
[AGENT][NEUTRAL] OK, so this is on a dental policy you said that you're calling about? OK, yes, ma'am. Well, I can help you with that on our dental policies, we have facts backs of the member's benefits that I'll be happy to send to you as well.
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] Yes, uh huh, yes.
[CUSTOMER][NEUTRAL] OK, um, the ID.
[AGENT][NEUTRAL] All right. So, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback, [PII]? Your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 1560213.
[AGENT][NEUTRAL] OK, thank you one moment while I get all of the member's information pulled up.
[CUSTOMER][NEUTRAL] Oh, this
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and [PII], let's see, any information that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII], he has been a subscriber on this plan, but it is no longer active. This policy was active from [PII].
[AGENT][NEUTRAL] And it turned to [PII] and there is no other active coverage with APL beyond that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. I appreciate it.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling ATL I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.