AccountId: 011433970860
ContactId: c9ec0483-8869-4b87-b938-cef651842516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118279 ms
Total Talk Time (AGENT): 49447 ms
Total Talk Time (CUSTOMER): 42358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c9ec0483-8869-4b87-b938-cef651842516_20250507T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, this is [PII] calling regarding business dental benefit on behalf of provider's office. Could you please help?
[AGENT][POSITIVE] I'm happy to check on benefits for you today, [PII]. Can I get the policy number?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] Yes, so the policy number I'm showing today is 02476147.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. And then if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, [PII], the provider, I'm sorry, patient, date of [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the effective date for the patient [PII], patient's policy has lapsed as of [PII]. We do not show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, they got already terminated on the [PII] and no that active policy. No worries. And um do you show group number under which uh they were terminated, sir?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the group number was 70,030.
[CUSTOMER][POSITIVE] Wonderful. And call reference number, please?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII], [PII].
[CUSTOMER][POSITIVE] Perfect. And yeah, that's all OK. Thank you for your help though. Have a good one. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye bye.