AccountId: 011433970860
ContactId: c9a30bd1-18d9-4a04-b89c-e1d19e8c2d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112680 ms
Total Talk Time (AGENT): 34578 ms
Total Talk Time (CUSTOMER): 69768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c9a30bd1-18d9-4a04-b89c-e1d19e8c2d21_20250612T18:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am actually um calling. I, I believe, uh, um, I'm calling from a dental office, and I believe one of our patients coverage had terminated and I was just hoping to get the termination date please.
[AGENT][POSITIVE] Yeah, we can definitely check.
[CUSTOMER][NEUTRAL] Um, if you could help me.
[AGENT][POSITIVE] Yeah, absolutely. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do, um, it is 02476485.
[AGENT][NEUTRAL] Alright, let me pull this up and then [PII] just for documentation do you have a good call back number?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII] and it's [PII].
[AGENT][POSITIVE] Perfect, thank you. So the termination date on the member plan was [PII].
[CUSTOMER][NEUTRAL] So crazy we verified benefits [PII] last year and.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] We thought that they were active and then we saw her at [PII] and that we got the claim denied and then.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The fact that it was termed [PII] is that's a big, big, you know, that's quite a change from [PII] when we verified it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. Hmm, OK.
[CUSTOMER][NEUTRAL] Uh, OK, that's why that's exactly why I was checking like how did that happen?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So OK well I will uh pass that information on.
[AGENT][POSITIVE] Alright [PII] sounds good thanks for calling.
[CUSTOMER][POSITIVE] Uh huh take care bye bye.
[AGENT][NEUTRAL] I