AccountId: 011433970860
ContactId: 261b6005-2e2f-442a-8175-64d18b7147fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521919 ms
Total Talk Time (AGENT): 255663 ms
Total Talk Time (CUSTOMER): 189305 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/261b6005-2e2f-442a-8175-64d18b7147fe_20250602T21:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi Soul, this is, uh, [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I do need a breakdown of dental benefits for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with a breakdown of benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Yeah, it's, uh, uh, Doctor [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the number that I have is 497-63542.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is this social or do you have the policy, uh, ID card?
[CUSTOMER][NEUTRAL] I, I don't, that's the only thing that the patient gave me, so they didn't really give me, you know, a lot of information.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, yeah, it's, it's a little bit too long to be.
[CUSTOMER][NEUTRAL] Do you need like uh maybe a date of birth?
[AGENT][NEUTRAL] Yeah, let's do a name search because it's, it's a little bit too long to be one of our policy number, but it's too short to be a social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right, exactly, so I was very confused and they filled up the application online, so it's like, uh.
[AGENT][NEUTRAL] Oh, OK. All right. So let me have the spelling of the last name. Mhm. Oh boy. OK, yes, I'm ready.
[CUSTOMER][NEUTRAL] OK, ready? This is a long name.
[CUSTOMER][NEUTRAL] OK, so this is a long name, OK?
[CUSTOMER][NEUTRAL] Giving you a test here, OK, uh, alright, so let's start with the, there's 3 parts, OK? So the first part is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII], that's the first one. Second is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK. So I guess the [PII] is the first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's the last name. The first name is Short.
[AGENT][NEUTRAL] Oh no, that is your last name.
[AGENT][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEUTRAL] No, that's all that is all the last name, all three parts, OK? And then the, the first name is [PII].
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] I wasn't ready for that. I thought that was the first name. OK.
[CUSTOMER][POSITIVE] Oh my goodness, came in 4 parts, OK.
[AGENT][NEUTRAL] Oh, wow. OK. Oh, that, OK, um, yes.
[CUSTOMER][NEUTRAL] Do you need the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK. I'll have to see how I'm gonna put this in because it's too long, so it's not gonna let me pull all that. Uh, uh, and, um.
[CUSTOMER][NEUTRAL] Right, I know.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can try it separately. OK, let's see what I can do. And
[CUSTOMER][NEUTRAL] I knew this was gonna be.
[AGENT][NEGATIVE] And uh they didn't provide you with a social.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Oh boy, OK. OK, let's try this.
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] Alright, let's see I'm gonna go with the first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Name OK and.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what state is he in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, close but no. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, I cannot believe I pulled somebody with that last name. OK, but it's not the same first name.
[CUSTOMER][POSITIVE] You actually got a, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm like, what? OK. Oh no, that's definitely not in [PII]. OK, so let's see.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, let me try the next last name. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're so long. I can only do one at a time. Let's see.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh OK.
[CUSTOMER][NEGATIVE] This is when you get mad at your parents for giving your hell a last name.
[AGENT][POSITIVE] Right. Oh my goodness.
[CUSTOMER][NEUTRAL] Like, how can we just, what, can we just have one?
[AGENT][NEUTRAL] I know. And then you have kids that only have like one little first name and they're like, why you only like this little uh first name and no middle name. You should be happy.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK, so it's definitely not on that one. I didn't pull nothing on that one. Let me try one more time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let's try that out.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, nothing on that one. You know what, I'm gonna go back to the first one again.
[AGENT][NEUTRAL] Oh in here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If you.
[AGENT][NEUTRAL] Do you know if he's the only one listed or any uh any other person listed on that with him?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, because, um, it's, it's a new patient and that's all we know about anything.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Um, OK, I'm gonna, OK, let me, I'm gonna go ahea[PII] and pull whatever I find under that last name and see if maybe it's listed under any of these, well, at least one in [PII], um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] I'm not finding this information, um.
[CUSTOMER][NEGATIVE] There's nothing coming up.
[AGENT][NEUTRAL] No, not, not in [PII], um, not with that date of birth, uh, and I tried the two last names that are longer separate because they don't fit in one place, and I tried, uh, uh, [PII] as well, [PII]. I didn't find anything with that either, so I'm not really sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nothing? OK, let me contact the patient and he may have given, he might have given us the wrong dental information.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. And if you can get like a social, that would be really helpful.
[CUSTOMER][NEUTRAL] Let me, yeah, let me get a hold of him.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][POSITIVE] OK, I will let the patient know. Thank you so much for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for your patience.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No problem. OK, have a good day. Bye bye.
[AGENT][NEUTRAL] OK. Well, good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.