AccountId: 011433970860
ContactId: 25422b74-8e69-4b77-a7ef-8755b7d80f7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391279 ms
Total Talk Time (AGENT): 111609 ms
Total Talk Time (CUSTOMER): 102107 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/25422b74-8e69-4b77-a7ef-8755b7d80f7e_20250403T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to verify insurance for one of my patients, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um eligibility.
[AGENT][NEUTRAL] Uh, can I please get your callback number, Ms. [PII], just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Family dental.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's gonna be [PII] [PII], and it is 10,890,280.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me repeat the policy number, 10,890,280.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that policy number is not pulling up for me. Do you see another number?
[CUSTOMER][NEUTRAL] Um, that's the only one we've had. They were here last year, the same number.
[AGENT][NEUTRAL] Oh, OK. All right, can you spell his first and last name for me or do you have the social and I'll see if I could pull it in that way?
[CUSTOMER][NEUTRAL] Um, let me see if I have his social.
[CUSTOMER][NEUTRAL] I'm sorry, give me one moment.
[AGENT][POSITIVE] Yes, take your time.
[CUSTOMER][NEUTRAL] For her
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] for
[AGENT][NEUTRAL] Let me try it [PII].
[CUSTOMER][NEUTRAL] He did not, he didn't write the whole social out. I just realized that. My first name is spelled [PII]
[AGENT][NEUTRAL] Oh, OK. That's.
[AGENT][NEUTRAL] OK, and that'll.
[CUSTOMER][NEUTRAL] Last name is
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find him.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I've got [PII] pulled up. Let me give you um.
[AGENT][NEUTRAL] The policy number, it does not have the 0 after the 1. The 0 is before the 1. So it's 189-0280.
[CUSTOMER][NEUTRAL] OK, oh, so, give me one moment, sorry, hold on, I gotta go back to it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 0189 0280
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] your fax number I can fax you over his benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief hold, Ms. [PII], while I fax this over to you and I will be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome
[CUSTOMER][NEUTRAL] OK, OK, um, I was just calling to confirm his appointment for tomorrow. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day, Ms. [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Oh, how you doing today? Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.