AccountId: 011433970860
ContactId: 1cbb6678-dd9d-44d4-ad32-294ad37848ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246300 ms
Total Talk Time (AGENT): 59775 ms
Total Talk Time (CUSTOMER): 67690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1cbb6678-dd9d-44d4-ad32-294ad37848ab_20250521T19:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] and I'm calling from a dental provider trying to get benefits for one of your members.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's gonna be uh [PII] at [PII].
[CUSTOMER][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and the policy number of that patient?
[CUSTOMER][NEUTRAL] Say it one more time?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02356257.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] It's going to be [PII] Advice.
[AGENT][NEUTRAL] Um, let's
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And you said dental benefits, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like the policy number you gave me is for medical. Let me pull up the dental policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, will you give me that old policy number one more time? Sorry about that.
[CUSTOMER][NEUTRAL] 02356257.
[CUSTOMER][NEUTRAL] Uh, your husband you back. Did you say yes, no.
[CUSTOMER][NEUTRAL] He will not be available
[CUSTOMER][NEUTRAL] I know, I will not be available. Can we reschedule? You don't have an appointment. I was offering an appointment. I know.
[CUSTOMER][NEUTRAL] Tell him to ask.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, it's.
[AGENT][NEUTRAL] Let me see. Hold on just one moment, sorry about that.
[CUSTOMER][POSITIVE] No worries, take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it's the, the policy number you gave me, the 2356257 got the patient that you referenced, but when I pull up the dental policy,
[AGENT][NEUTRAL] Um, it has another person, it doesn't have that person's name and date of birth on it.
[AGENT][NEUTRAL] So I've got the insured as
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes, he's the insured, but, and who is your patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so I, I don't have that patient under the dental policy.
[CUSTOMER][NEUTRAL] OK, is it just in [PII] um [PII] under the dental?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. I'll go ahead and and tell her so she can see if she can go ahead and be added. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.