AccountId: 011433970860
ContactId: fcee080b-19c9-48d0-97b9-8ca575ae05a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177020 ms
Total Talk Time (AGENT): 92983 ms
Total Talk Time (CUSTOMER): 51078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/fcee080b-19c9-48d0-97b9-8ca575ae05a9_20250408T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling um to get benefits and eligibility for patients.
[AGENT][NEUTRAL] I can help with benefits and eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I see she only put the plan number and the group number, which one would you?
[AGENT][NEUTRAL] Uh, well, maybe the group number.
[CUSTOMER][NEUTRAL] OK, so 0056.
[AGENT][NEUTRAL] Oh, OK. Um, how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] Uh, where is her last name? One second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. And, and her first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] I'm sorry, GEN.
[CUSTOMER][NEUTRAL] [PII] Genesis.
[AGENT][NEUTRAL] OK, thank you. And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks. Uh, what I'm gonna do, uh, [PII], I'll go ahead and look this up by her name. Is there a callback number I can have that, um, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let me see what I can find here.
[AGENT][NEUTRAL] OK. And is this for dental or medical?
[CUSTOMER][NEUTRAL] It's for dental.
[AGENT][POSITIVE] OK, thank you. Let's see if I can find it.
[CUSTOMER][NEUTRAL] Uh, [PII], for his [PII] appointment, can you
[CUSTOMER][POSITIVE] Complete a delivery.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, thank you. Um, her policy number is 02.
[AGENT][NEUTRAL] 56
[CUSTOMER][NEUTRAL] Oh I'm sorry, one second.
[AGENT][NEUTRAL] 0490. Sure, just let me know whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready, mhm.
[AGENT][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] 0490. Now this in this dental insurance was through her employer.
[AGENT][NEUTRAL] And it was in effect from January the, excuse me, [PII]. Now I don't know whether she's still with this employer or not, um, if she is, uh.
[AGENT][NEUTRAL] Then, uh, she may want to get in touch with them, but we're showing that her policy lapsed.
[AGENT][NEUTRAL] Um, so, uh, this, that's her policy number, and you know, if, if she's still with that employer, she may want to check, um, but that is what it's showing is that it last as of, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] If there's nothing else I can help with and thanks for contacting API.