AccountId: 011433970860
ContactId: 1b3abd3c-9fbb-4955-91fb-4c99d138b580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195449 ms
Total Talk Time (AGENT): 49520 ms
Total Talk Time (CUSTOMER): 88149 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/1b3abd3c-9fbb-4955-91fb-4c99d138b580_20250417T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling on behalf of a patient.
[CUSTOMER][NEUTRAL] Um, he said that, uh, he is contracted with, um.
[CUSTOMER][NEUTRAL] Uh, I mean, he works for Sutton, but he said that they were bought out by a different company.
[CUSTOMER][NEUTRAL] So I just wanted to know if his dental insurance was through here. Alright, and then he said he can see you at [PII]. Does that work?
[AGENT][NEUTRAL] OK. Can I get your, your name and the policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Um, the only thing I have is the social security number. Will that work?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your first name for me?
[CUSTOMER][NEUTRAL] Um, it's actually for a patient, but do you want my, my, you want me to spell in?
[AGENT][NEUTRAL] Mhm, I need your first name.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did you say you needed eligibility and benefits or claim status?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][NEUTRAL] OK, is this for service in an office or outpatient?
[CUSTOMER][NEUTRAL] Um, it's for dental services.
[AGENT][NEUTRAL] It's dental OK and do you want the schedule faxed to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me locate the policy number and then get the patient verified. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell [PII] last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he did not give you a an ID card or anything?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm not showing a [PII]. I searched by his name and social.
[CUSTOMER][NEUTRAL] He said.
[CUSTOMER][NEUTRAL] They only gave him a UMR UMR card, but they are telling us that his dental is through someone else, someone I looked up who he worked for this came up.
[AGENT][NEUTRAL] Uh huh, because I don't show a policy for a [PII] with APL.
[CUSTOMER][POSITIVE] OK and uh OK, thank you.
[AGENT][NEUTRAL] All righty. Anything else, [PII]?
[CUSTOMER][NEUTRAL] No, that's it thanks.