AccountId: 011433970860
ContactId: 0e1270c6-2b86-4386-8e48-2b41094a8787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231559 ms
Total Talk Time (AGENT): 44805 ms
Total Talk Time (CUSTOMER): 82618 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0e1270c6-2b86-4386-8e48-2b41094a8787_20250205T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of the dental office to check the eligibility and benefit for a member on a recorded line. Could you please help me with that?
[AGENT][NEUTRAL] I can help you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what's the policy number [PII]?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 4972520886
[AGENT][NEUTRAL] Mm mm, do you have a copy of the card?
[CUSTOMER][NEUTRAL] Let me check if I'm having that. OK, just.
[AGENT][NEUTRAL] That's not our policy number? OK. Our number is gonna be a policy cert number that begins with a 0.
[CUSTOMER][NEUTRAL] OK, so I don't have a number that's starting with a 0. Could you please do a name search if possible?
[AGENT][NEUTRAL] OK, do you have an ID card at at all?
[CUSTOMER][NEUTRAL] No, I don't have an ID card for the member.
[AGENT][NEUTRAL] OK, spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Sure. Patient first name is [PII]. That is [PII], that's the first name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you for holding, [PII]. I'm not showing anything under that name.
[CUSTOMER][NEUTRAL] OK, you're not able to see under that name. I'm having one more member under the same family and the provider and the member is different, so could you please check with that member as well whether that member is under your plan or not.
[AGENT][NEUTRAL] If it's the same family, it wouldn't be under the policy if it's for the same family.
[CUSTOMER][NEUTRAL] OK, you're saying that you're not able to find the members, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Could you please help me with your name and the reference number for today's call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]. Any other questions I can help with today?
[CUSTOMER][POSITIVE] You know for the day with the questions and thank you for the information provided today.
[AGENT][POSITIVE] Thanks for calling APL [PII]. Have a good day as well.
[CUSTOMER][POSITIVE] You too. Bye-bye. Take care.