AccountId: 011433970860
ContactId: e94d95e3-6ef8-4d38-9360-81b02f3f9bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129770 ms
Total Talk Time (AGENT): 50311 ms
Total Talk Time (CUSTOMER): 46757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e94d95e3-6ef8-4d38-9360-81b02f3f9bed_20250415T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], calling on behalf of a provider to take dental benefits for our patient. Please help me with that.
[AGENT][POSITIVE] I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02520817
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right, so it looks like the effective date for the member was [PII].
[AGENT][NEUTRAL] Them the member's policy is terminated as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. And is there any other active plan for dental for this patient?
[AGENT][NEUTRAL] Not that I see. No, not at this time.
[CUSTOMER][NEUTRAL] OK. Got it. And what was the group number for this plan?
[AGENT][NEUTRAL] 70056.
[CUSTOMER][POSITIVE] Got it. Thank you so much. And then can you just help me with the reference number, please?
[AGENT][NEUTRAL] Uh, call reference is my name with my last initial, then today's date. My name again is [PII]
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Got it, sir. Thank you so much for your help. I hope you have a wonderful day ahead. Bye and take care.
[AGENT][NEUTRAL] You too bye bye.