AccountId: 011433970860
ContactId: f36632b1-a74f-4b95-bed7-38264a19a515
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188550 ms
Total Talk Time (AGENT): 56080 ms
Total Talk Time (CUSTOMER): 100988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f36632b1-a74f-4b95-bed7-38264a19a515_20250506T17:00_UTC.wav
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[AGENT][NEUTRAL] the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the Office recovery Services state of Utah Medicaid. We're just checking on a policy to see if it's still active or not. It might have been termed a couple years back, just double checking on a dental policy.
[AGENT][NEUTRAL] OK, [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected please and I can assist you with checking.
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Extension [PII] if you want that [PII] that would be a direct.
[AGENT][NEUTRAL] [PII]. OK, thank you for that, Miss. [PII]. And do you happen to have the policy number of whom you're inquiring about?
[CUSTOMER][NEUTRAL] Yeah, it's give me 021-95782.
[AGENT][NEUTRAL] Thank you for that. And are you able to verify the patient's full name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it gave me a first name [PII], last name [PII].
[AGENT][NEUTRAL] Thank you for that and are you also able to verify their mailing address?
[CUSTOMER][NEUTRAL] Yeah, let me get that for you let me see what they gave me here.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you again, Ms. [PII]. Um, OK, so it does appear that they had a dental policy, but it's no longer active as of [PII].
[CUSTOMER][NEUTRAL] It's [PII] and what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it was [PII]. OK, because it shows that it started on [PII], is that what you show as well on the dental?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then he showed that he had one dependent only during that time, Ran, [PII], last name, so same olden 925 12, and those were the only two on it during that time.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. And again, tell me your name. I'm sorry.
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department.
[CUSTOMER][POSITIVE] Hey [PII], thank you for taking your time to help me today have a great day. You take care.
[AGENT][NEUTRAL] Thank you for calling APO M. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, let me just make sure I got the right this is um let me make sure because I wanna make sure here because I don't wanna.
[CUSTOMER][NEUTRAL] Um, let me make sure you guys, you guys' claim address is still the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's it then. Thanks [PII]. Have a great day. You take care.
[AGENT][POSITIVE] Thank you again for calling in here. You too, bye bye.
[CUSTOMER][POSITIVE] Thank you bye.