AccountId: 011433970860
ContactId: f41f393b-6892-46fb-a970-0c8d4da72467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137179 ms
Total Talk Time (AGENT): 72349 ms
Total Talk Time (CUSTOMER): 45934 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f41f393b-6892-46fb-a970-0c8d4da72467_20250417T13:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] much.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Doctor [PII]'s office. I need to see if a patient's act.
[AGENT][POSITIVE] Yes, ma'am. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I just need to see if a patient is still active please.
[AGENT][NEUTRAL] OK, you're just needing to verify if the policy is still active with APL is that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] 616-222. Yeah, alright, sounds good uh huh no problem bye.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on this dental po.
[AGENT][NEUTRAL] We'll see [PII], and yes it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And like I say, if you all end up filing a claim with us for her, we now have a portal in which you should be able to check claim status once the claim has been processed, and our portal website is located at secured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] All right, and is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well thank you so much then for calling APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.