AccountId: 011433970860
ContactId: fccf0be5-f4b4-4288-8aa2-9720ace05ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88860 ms
Total Talk Time (AGENT): 43670 ms
Total Talk Time (CUSTOMER): 43021 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fccf0be5-f4b4-4288-8aa2-9720ace05ba8_20250506T16:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey I am just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] All right, I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] uh, I'm sorry, policy number, uh, like group number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 70084 is what we have in. Sorry, I was about to give you the member ID. My brain is not on yet today.
[AGENT][NEUTRAL] No, yeah, no, that's all right. I don't, I don't need the group number. I need the member ID. It should start with like a, yeah.
[CUSTOMER][NEUTRAL] Alright, I
[CUSTOMER][POSITIVE] Oh, I got you.
[CUSTOMER][NEUTRAL] Yeah, 02545283.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] And then what is patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient [PII], date of birth [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Are we looking for dental benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, dental, um, yeah, dental benefits sorry my brain really is not working today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's all right.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] So, patient plan was effective [PII] of 24. It has lapsed as of [PII]. They don't have any other active coverage with us.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] 113 OK perfect thank you so much that was all I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.