AccountId: 011433970860
ContactId: d0818ac8-1bb0-4211-a605-e7a7c6622559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574489 ms
Total Talk Time (AGENT): 179728 ms
Total Talk Time (CUSTOMER): 99665 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d0818ac8-1bb0-4211-a605-e7a7c6622559_20250509T22:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Oh hi [PII]. My name is, yes, my name is [PII]. I'm calling from West Coast Dental. I just want to see if you can help me get a remaining maximum efficient dental coverage.
[AGENT][NEUTRAL] OK, I can help you with benefits for patient, um, [PII]. May I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] 22688, member ID 02502331.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, and you're looking for dental benefits and eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm looking at his policy and the policy is no longer active. It terminated on [PII].
[AGENT][NEGATIVE] And there are no active policies for him.
[CUSTOMER][NEUTRAL] Mm, OK, that's strange because
[CUSTOMER][NEUTRAL] OK, that's strange because we just verified his insurance on last month on the [PII], and the rep named [PII] said that he had 500 remaining.
[AGENT][NEUTRAL] OK. Look, looking at the policy right now, I'm looking.
[AGENT][NEUTRAL] In at it and it's lapsed.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the last paid to date was [PII].
[AGENT][NEUTRAL] So the policy is no longer active.
[AGENT][NEUTRAL] And I'm also looking at a note that says that lapse policy from benefits in the card which is the company and it's no longer active.
[CUSTOMER][NEUTRAL] So you said 3, I mean 4 what? I'm sorry, [PII]?
[AGENT][NEUTRAL] No, ma'am. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is there someone else I can speak to because I did get eligibility last month.
[AGENT][NEUTRAL] Um, I can see if I can get a supervisor on the phone for you. Let me, I am real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I'm trying to get a hold of somebody now for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Are you still there? You're welcome.
[AGENT][NEUTRAL] I'm just hoping not everybody's left because we close in like 5 minutes.
[AGENT][NEUTRAL] So I'm hoping somebody's still here that can talk to you. Yeah.
[CUSTOMER][NEUTRAL] OK. Hopefully not.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] But I'm trying
[AGENT][NEUTRAL] OK, I'm gonna go ahead and transfer you on over to another department so you can speak to somebody there so it's gonna be a brief hold while I transfer you over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII] this is [PII] I've got a provider on the phone. Her name is [PII].
[AGENT][NEUTRAL] She is calling about policy number 250.
[AGENT][NEUTRAL] 331.
[CUSTOMER][NEUTRAL] You were cutting out 250.
[AGENT][NEUTRAL] Um, I just need, I'm, yeah, 250-233-1.
[CUSTOMER][NEUTRAL] 31 OK.
[AGENT][NEGATIVE] The policy lapsed and I told her that the last pay date was [PII]. The policy is no longer active.
[AGENT][NEUTRAL] And she told me that's not true because she called last last month and was told that the policy is active and she just wants to hear that the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Policy is lapsed from somebody besides me, so would you be willing to do that since this is a big.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And you can see that it's lapsed also.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Well, I'll think it looking, is it all right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, let me pull up big website real quick and I'm here too as well.
[AGENT][NEUTRAL] OK, and the notes also say that the policy should be lapsed.
[CUSTOMER][NEUTRAL] Yeah but um
[CUSTOMER][NEUTRAL] The person who does the big.
[CUSTOMER][NEUTRAL] We're do it a different way now so she's way behind on all these things.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, Ala. I will.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well I'm gonna release the call and let you tell her the same thing and you can let her know that you are the guru on this.
[CUSTOMER][NEUTRAL] I just wanted to be sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] You have a good weekend, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too.