AccountId: 011433970860
ContactId: 1631fdde-3419-48da-b023-b62a6f9dc21e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252479 ms
Total Talk Time (AGENT): 72723 ms
Total Talk Time (CUSTOMER): 63744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1631fdde-3419-48da-b023-b62a6f9dc21e_20250122T15:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Market Dental. How are you doing today?
[AGENT][POSITIVE] I'm doing wonderful [PII] how about yourself?
[CUSTOMER][NEUTRAL] Could you please speak a little bit louder? I'm unable to hear your voice. I think you're far away from the mic, I guess.
[AGENT][POSITIVE] I'm sorry about that, [PII]. Can you hear me any better?
[CUSTOMER][NEUTRAL] No, ma'am. It is still, I think you are speaking far away from the mic, I guess.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, I'm really sorry. I'm wearing a headset, so the mic's about 2 inches from my face, um.
[CUSTOMER][NEUTRAL] Are you able to hear me now?
[AGENT][POSITIVE] I can hear you very well, yes.
[CUSTOMER][NEUTRAL] OK, and I do have one patient to verify the patient eligibility and benefits.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility and benefits today. Can I have a good call back number real quick?
[CUSTOMER][NEUTRAL] The callback number is [PII] and this could be the direct lines no extension.
[AGENT][NEUTRAL] All right. And what is the member's policy number?
[CUSTOMER][NEUTRAL] The policy number starts with 990927231.
[AGENT][NEUTRAL] All right, um, unfortunately, that's not a policy number with APL.
[AGENT][NEUTRAL] Do they have a different policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, they have given this is only.
[AGENT][NEUTRAL] OK, I'm really sorry. Our policy numbers are about 8 digits. That one's a little too long and they typically start with like a 0.
[CUSTOMER][NEUTRAL] Oh, OK. Could you please suggest name and date of birth?
[AGENT][NEUTRAL] I can try searching the first and last name, you betcha.
[CUSTOMER][NEUTRAL] OK. The first name was it [PII] is the first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's correct. And the last name of it, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh. [PII], again, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to find the patient?
[AGENT][NEUTRAL] I am searching. No, I don't have anybody matching that last name in my system.
[CUSTOMER][NEUTRAL] Good, OK. Are you, I think you're unable to find the patient's name and date of birth?
[AGENT][NEUTRAL] Uh yeah, I can't find with their name. I'm sorry.
[CUSTOMER][NEUTRAL] OK, you can find. OK, go ahead.
[CUSTOMER][NEUTRAL] And can I get the correct number ID for this plan?
[AGENT][NEUTRAL] No, I cannot find your patient.
[CUSTOMER][NEUTRAL] It means you are unable to find the patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh huh, OK, no worries, one moment.
[CUSTOMER][NEUTRAL] And can I have your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And can I have the qualence number for this call?
[AGENT][NEUTRAL] Yeah, you bet you it's gonna be my name [PII], my last initial B like [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure, thank you, [PII], you have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.