AccountId: 011433970860
ContactId: 051c30c9-bed3-47e5-b22f-f8bfce3e73ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225800 ms
Total Talk Time (AGENT): 74252 ms
Total Talk Time (CUSTOMER): 74237 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/051c30c9-bed3-47e5-b22f-f8bfce3e73ce_20250311T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes. Hi [PII]. My name is [PII]. I'm calling from the dentist office and I'm trying to locate a policy for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a policy number or?
[CUSTOMER][NEUTRAL] I do, yes, that is um 500 and then 2588018.
[AGENT][NEUTRAL] And you said 5588018?
[CUSTOMER][NEUTRAL] 258-801-8
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your patient's name?
[CUSTOMER][NEUTRAL] Um, [PII], it's 22-1964.
[AGENT][NEUTRAL] OK, thank you. And [PII], can I get a a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And how can I help you with this policy?
[CUSTOMER][NEUTRAL] Um, so for this policy, does she have an active plan then?
[AGENT][NEUTRAL] Uh, yes, ma'am. Her, her dental plan is active.
[CUSTOMER][NEUTRAL] What was the effective date?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK, and what about a group number for the patient?
[AGENT][NEUTRAL] 70,030.
[CUSTOMER][NEUTRAL] OK, is there a group name?
[AGENT][NEUTRAL] Uh, creative circle.
[CUSTOMER][NEUTRAL] Let me just see if I have that group number or not.
[CUSTOMER][NEUTRAL] I don't. Can I get a complete breakdown of the benefits then?
[AGENT][NEUTRAL] OK, I would need to get you with somebody in our benefits department to to go over that. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] No, I just need a breakdown of the benefits for the patient.
[AGENT][POSITIVE] Alright, well thank you for calling APO. You have a wonderful day, [PII], and hold and I'll connect you with benefits.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Pretty good how are you?
[AGENT][NEUTRAL] I'm good. I have a provider on the phone needing um a breakdown of benefits.
[CUSTOMER][POSITIVE] Yes, I can certainly help with that. What is the policy number?
[AGENT][NEUTRAL] OK, the policy number is 258.
[AGENT][NEUTRAL] 8018.
[AGENT][NEUTRAL] On a J [PII].
[CUSTOMER][POSITIVE] I go, yeah, sure, I can certainly help with that.
[AGENT][NEUTRAL] And the lady on the phone is [PII], and do you need her callback number?
[CUSTOMER][NEUTRAL] Um, does it end in [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Great, OK, yes, so, um, I'm sorry, [PII], yes, I can certainly help her.
[AGENT][POSITIVE] All right, thank you, [PII], and here she is.
[CUSTOMER][NEUTRAL] Mhm. OK, thanks.
[CUSTOMER][NEUTRAL] My name, my name is