AccountId: 011433970860
ContactId: d08644af-3142-4860-b38a-b7186b4fe241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129139 ms
Total Talk Time (AGENT): 73059 ms
Total Talk Time (CUSTOMER): 44626 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d08644af-3142-4860-b38a-b7186b4fe241_20250225T15:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Um, I need to verify the eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I can assist with that. Thank you and may I please have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you, and your callback number please if disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you so much, and [PII], do you have the policy number please?
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 02521114.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] You should.
[AGENT][POSITIVE] OK, let me just repeat that to you. I'm so sorry. I have that as thank you 02521114.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for that information and you're calling for eligibility and benefits. I can certainly help you with both. Uh give me one second please, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. Uh it shows that the policy was effective as of [PII]. However, this policy shows that it termed as of [PII]. If you would please just bear with me, let me just check to see if there's an active policy, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for your patience and I do not see an active policy with APL. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh no, no, no, you're fine thank you. I was trying to verify um that he had it and he did but it was, it's already term so I just wanna, um, we'll check with him to see if there's another dental policy that he has.
[AGENT][POSITIVE] OK, yes ma'am, I'm sorry about that.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APL. You have a great day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.