AccountId: 011433970860
ContactId: fbb8186d-7448-4bb6-94bb-3652d7f0f224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151320 ms
Total Talk Time (AGENT): 64004 ms
Total Talk Time (CUSTOMER): 52461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/fbb8186d-7448-4bb6-94bb-3652d7f0f224_20250429T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from the dental office for dental eligibility and benefits on a recorded line. Could you please help me with that?
[AGENT][POSITIVE] Yeah, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It's uh 5 contracted 02497042.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] And that'll be for [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if, uh, they have one that's active might be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, they do not, this was the only policy they have with us.
[CUSTOMER][NEUTRAL] OK, and can I just have one last patient here if you please help me out?
[AGENT][NEUTRAL] Uh, sure, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Go ahead, you can give me that policy number.
[CUSTOMER][NEUTRAL] Mhm. And that policy number is 02361945.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for this member?
[CUSTOMER][NEUTRAL] And the patient's name is [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy also terminated, uh, that termination date was [PII]. Again, let me check to see if they might have one that's active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Uh, they do not either.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. So that'll be it. I am [PII]. Thank you very much, [PII], for your time and help. I really appreciate it. You have a wonderful day.
[AGENT][NEUTRAL] Sure, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I'm done for now, thank you.
[AGENT][POSITIVE] Alright thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.