AccountId: 011433970860
ContactId: 15ae93ce-acdf-49cb-8b6b-4d29a1795790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254000 ms
Total Talk Time (AGENT): 88461 ms
Total Talk Time (CUSTOMER): 64036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/15ae93ce-acdf-49cb-8b6b-4d29a1795790_20250611T13:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider. Um, I'm just looking to check if we are in network with the patient's policy.
[AGENT][NEUTRAL] OK, sure, I can assist you with network information Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and it's direct.
[AGENT][NEUTRAL] Thank you and I'm sorry, can you repeat the name of the facility for my notes?
[CUSTOMER][NEUTRAL] It's BU Dentistry.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02637221.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name [PII] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah I called.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK let me check.
[AGENT][NEUTRAL] That policy 02637221.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, that's not how I pulled under this policy.
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Mm, that is the
[CUSTOMER][NEUTRAL] No, that is the member ID she provided.
[AGENT][NEUTRAL] OK let me do a name search and just make sure that we have the correct number and we're not, we don't have a wrong number or something like that. um, let me have the spelling of the last name and the first name so I can do a name search.
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] I. The first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the date of birth, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Same.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, I'm not pulling her information, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, it would be for a dental policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have a social that maybe I can use?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the policy number you provided to me, um.
[AGENT][NEUTRAL] It's close, but it it's definitely not her because the date of birth doesn't match, the name is not matching completely. So I'm not sure if she's just supposed to be dependent on the policy, um.
[AGENT][NEUTRAL] But she's not listed if she's supposed to be a dependent on the policy.
[CUSTOMER][NEUTRAL] OK. I'll give the patient a call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.