AccountId: 011433970860
ContactId: e10233ab-1e5e-47bc-8340-8a9efb52faab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137869 ms
Total Talk Time (AGENT): 71428 ms
Total Talk Time (CUSTOMER): 47920 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e10233ab-1e5e-47bc-8340-8a9efb52faab_20250106T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I'm calling to see, uh, do this patient have an active, uh, dental plan, and if so, could I get a fax or email?
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility and get a fax back of benefits if the policy is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, yes, correct. Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be 02283461.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and key to any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name, place, and date of birth?
[CUSTOMER][NEUTRAL] Yes, I have a um [PII] um I'm sorry [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so on this policy that you provided for me, he had been a subscriber. However, this policy has termed. The effective date on this plan was [PII], and it turned 10-1-2024. And give me just one moment, and there is no other policy that is active.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] With us at this time.
[CUSTOMER][POSITIVE] Thank you so much. Uh, thank you so much, um, Ms. [PII]. Um, is there, is there a reference number I can have before you go?
[AGENT][NEUTRAL] You are certainly
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You would use my name along with today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][POSITIVE] All right. You're welcome, [PII]. I hope you have a nice day too, and if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye bye.
[AGENT][NEUTRAL] Mm bye bye.