AccountId: 011433970860
ContactId: 2297ae12-40cb-4135-a7b8-935f84e5d345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166720 ms
Total Talk Time (AGENT): 79293 ms
Total Talk Time (CUSTOMER): 54638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2297ae12-40cb-4135-a7b8-935f84e5d345_20250121T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm trying to verify dental coverage on a patient, please.
[AGENT][NEUTRAL] Alright, I'm happy to check eligibility. What's the patient policy number?
[CUSTOMER][NEUTRAL] I have her social security number.
[AGENT][POSITIVE] OK, that works too.
[CUSTOMER][NEUTRAL] Um, it is, uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a second, let me do a search by this, see what I find here.
[AGENT][NEUTRAL] And what is the patient's name, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right. And then can I get her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So it looks like [PII] does have an active plan with us. The effective date is [PII]. Do you need the policy number?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, please.
[AGENT][NEUTRAL] Alright, that policy number is gonna be 00603094.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And did you need a
[CUSTOMER][NEUTRAL] And should I use this go ahead.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Should I use her ID number? I mean, should I use an ID number or her social?
[AGENT][NEUTRAL] Um, use the ID number.
[CUSTOMER][NEUTRAL] OK, can you tell me what it is since she didn't have it?
[AGENT][NEUTRAL] Oh, it's that number I gave you. I'm sorry, the 603 number.
[CUSTOMER][NEUTRAL] Oh, the oh, the policy number is hers. That's her ID number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well then, is there a group number on this?
[AGENT][POSITIVE] Absolutely. Let me get that for you.
[AGENT][NEUTRAL] Uh-huh uh group is LA 0125.
[AGENT][NEUTRAL] LA Department of Corrections.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Department of corrections.
[CUSTOMER][NEUTRAL] And how can I get a little breakdown of this policy?
[AGENT][NEUTRAL] I can send you a fax back if that'll work.
[CUSTOMER][NEUTRAL] I don't have
[CUSTOMER][POSITIVE] That would be, that would be awesome.
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Should we mark this attention to anybody?
[CUSTOMER][NEUTRAL] No, it's just me sitting here.
[AGENT][NEUTRAL] OK. All right. So that'll be there in the next 5 minutes. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, ma'am, I sure appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye