AccountId: 011433970860
ContactId: e6165175-5ee4-4857-8a1b-b48418ea38c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 67791 ms
Total Talk Time (CUSTOMER): 55888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/e6165175-5ee4-4857-8a1b-b48418ea38c2_20250306T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Family Dental Health Presley Creek. How are you?
[AGENT][NEUTRAL] I'm fine. How are you, [PII]?
[CUSTOMER][POSITIVE] Doing pretty good thank you. I'm just calling um regarding my patient [PII]. I can give you whatever information you need.
[AGENT][NEUTRAL] OK, do you have a phone number on it in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] And do you have her policy number?
[CUSTOMER][NEUTRAL] 023354-442
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's right. I'm sorry. And the date of birth?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Were you just needing benefits?
[CUSTOMER][NEUTRAL] No, ma'am, um, we submitted a claim on [PII] but we haven't heard anything back.
[AGENT][NEUTRAL] OK, hold on just a moment. I'll look. What was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I'll look and see if we received it. Hold on just a moment, I'll look that up for you.
[AGENT][NEUTRAL] Now, this policy canceled 101 or 23, but I'll look and see if she has another policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that could be why.
[AGENT][NEUTRAL] I don't see another policy, but let me look and see if we received that claim.
[AGENT][NEGATIVE] 38 of 24, we did and we denied that is the policy being lapsed.
[AGENT][NEUTRAL] On [PII], we did that.
[CUSTOMER][NEUTRAL] OK and you said at term.
[CUSTOMER][NEUTRAL] OK, 325 24 denied her policy lapsed on [PII].
[AGENT][NEUTRAL] 3, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, can I get a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye-bye