AccountId: 011433970860
ContactId: cda00448-9eb0-428b-8352-933ab8ec7957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127879 ms
Total Talk Time (AGENT): 47331 ms
Total Talk Time (CUSTOMER): 60980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/cda00448-9eb0-428b-8352-933ab8ec7957_20250402T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, so this is [PII]. I'm calling from a provider's office. I get some information on a patient's coverage.
[AGENT][NEUTRAL] OK, I can definitely help you with the um coverage and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Um, let me get you the office phone number. It's uh [PII]. Uh, the policy number.
[CUSTOMER][NEUTRAL] Would be 01535187.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's uh [PII] and it's um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so there, there's no active policy with us. So this was a dental policy, but it was active from [PII], and they haven't had a policy with us since then.
[CUSTOMER][NEUTRAL] [PII]. OK, so yeah, that kind of makes sense, I guess we're, we're looking at a fairly old claim here back in um uh [PII], um, uh, for I apologize you said, um, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, thank you and let me see if we just bringing anything else here um.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] The other, uh, when they were effective with this plan, was there a group number for the policy?
[AGENT][NEUTRAL] Yes, it's 16068.
[CUSTOMER][POSITIVE] Thank you, and I think that's all the help, uh, or the information we need at this point. You have a good day, OK?
[AGENT][POSITIVE] You also, and thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am. Bye.