AccountId: 011433970860
ContactId: 0b6fd651-2edf-451d-ba1f-617fb0d867d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616299 ms
Total Talk Time (AGENT): 123914 ms
Total Talk Time (CUSTOMER): 87095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0b6fd651-2edf-451d-ba1f-617fb0d867d5_20250210T16:24_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm just trying to check uh benefits.
[CUSTOMER][NEUTRAL] I have tax for dental.
[AGENT][POSITIVE] OK, sure, I can assist you with benefit, and you, and may I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh, sure. Uh, facility is Celebrate dental and callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 497250886.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have any other numbers besides this one?
[CUSTOMER][NEUTRAL] Um, no, this is the only number I have and patient's name and birthday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we will probably need to do a name search that is too long to be one of our policy numbers.
[AGENT][NEUTRAL] Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] Uh last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see a [PII].
[AGENT][NEUTRAL] One more time.
[AGENT][NEUTRAL] No, it's [PII] for the last name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Does she have like a, a middle name by any chance?
[CUSTOMER][NEUTRAL] Um, I don't show any.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me pull this one and see if this is and bear with me just a second.
[AGENT][NEUTRAL] One here that is mixed.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know if she's the main holder of the policy?
[CUSTOMER][NEUTRAL] I believe so. I don't see any.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Subscriber.
[AGENT][NEUTRAL] OK, so she did not press in the card or anything like that?
[CUSTOMER][NEUTRAL] Other than
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] We don't have it as of the moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I did find um that member with that date of birth. Um, she is a spouse and a policy, um.
[AGENT][NEUTRAL] And you said you needed benefit information, you need this information verbally given to you or faxed over to you?
[CUSTOMER][NEUTRAL] Uh, yeah, just uh fax, and if there's anything else that I need to know, I'll just call back.
[AGENT][NEUTRAL] OK, may I have the fax number?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Uh, nope, no worries.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me [PII]. I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, uh, just a reference number, so thank you so much.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, is that [PII]?
[AGENT][NEUTRAL] Yes, last initial [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. You also Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You have been removed from the call. Goodbye.