AccountId: 011433970860
ContactId: f44e65c2-4181-4153-af75-9e3a9244c391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115769 ms
Total Talk Time (AGENT): 55941 ms
Total Talk Time (CUSTOMER): 46200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f44e65c2-4181-4153-af75-9e3a9244c391_20250310T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just calling to see if I can get a patient's eligibility and if he's active uh back back.
[AGENT][NEUTRAL] Um, yes, ma'am. I can send you the fax back of benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 025170
[CUSTOMER][NEUTRAL] 0 167016 sorry.
[AGENT][NEUTRAL] OK, no problem. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, passing Sapa Manger [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy expired on [PII].
[AGENT][NEUTRAL] Um, do you still need the fax back?
[CUSTOMER][NEUTRAL] Um, did they turn, you said turned [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] A [PII], 0 sorry, got it. OK, and so there's no active dental policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, ma'am, I'm not showing an active policy on file.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That was it. Thank you so much.
[AGENT][POSITIVE] OK. I thank you, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too. Thank you.