AccountId: 011433970860
ContactId: e36666c0-f068-4782-8597-ce29f017c86b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221110 ms
Total Talk Time (AGENT): 100782 ms
Total Talk Time (CUSTOMER): 70565 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e36666c0-f068-4782-8597-ce29f017c86b_20250310T18:09_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] Yeah, hi, this is [PII] calling from Market Dental and I'm here to verify eligibility the benefits of the patient. So could you please help me with this?
[AGENT][NEUTRAL] I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], and you're needing dental eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] It's got it.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And for our dental policies, we have facts backs of the members' plan benefits that I will send to you.
[AGENT][NEUTRAL] That will have all of their benefit information on there. But first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII]. My extension is the direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] One moment, which I have provided to you that is 614228.
[AGENT][NEUTRAL] 614-228. Is that correct?
[CUSTOMER][NEUTRAL] And it
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and the date of birth?
[CUSTOMER][NEUTRAL] [PII] is a patient and date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII] is the rate of.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do show that he had been the subscriber on this general policy, [PII], but it is no longer active. This policy had an effective date of [PII].
[AGENT][NEUTRAL] And this policy termed [PII], and there is no other active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I will check with the name and date of such also?
[AGENT][NEUTRAL] Yes, ma'am, I just, yes, I told you that I located a policy.
[AGENT][NEUTRAL] But the policy is no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for confirming that one. Actually, I have a social security number. Is there any chance to check that one also? Are you able to check that one? Uh, there's only one plan for this fish.
[AGENT][NEUTRAL] I have the Social Security. Yes, sir. I have the social security number pulled up.
[CUSTOMER][NEUTRAL] OK, thank you so much for confirming that one. That's all from my end. And I just want to confirm the date once again, that is one moment, that is [PII]. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is the correct effective date and the termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. That's all from my end. Give me the reference number for this call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK, could you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] and that's all from me and have a great day bye bye.
[AGENT][NEUTRAL] Well yeah
[AGENT][POSITIVE] Well, I hope you have a nice day too, and that is all I can help you with. Thank you again for calling APL Lisa.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome, bye bye.