AccountId: 011433970860
ContactId: 2986242d-1eed-40e0-929d-1a5ab603a091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327089 ms
Total Talk Time (AGENT): 96125 ms
Total Talk Time (CUSTOMER): 82930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2986242d-1eed-40e0-929d-1a5ab603a091_20250217T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was wondering if I could get a fax of a patient's benefits.
[AGENT][NEUTRAL] Is it for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, I can send you a fax back. And may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK, OK. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII] option 2.
[AGENT][NEUTRAL] OK. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number, but I do have the subscriber's name.
[AGENT][NEUTRAL] OK, bear with me.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, the spelling of the first name.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Just [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Uh, one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the last name again was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] First name [PII]
[AGENT][NEUTRAL] Let me try one more time. I didn't pull anything up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not pulling anything up with that name. Um, do you have the social by any chance?
[CUSTOMER][NEUTRAL] Um, I don't unfortunately. I was trying to pull it for his son, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'll call the patient.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Yeah, and the name that you provided to me, was it the son or was it the main holder?
[CUSTOMER][NEUTRAL] Oh sorry, go ahead.
[CUSTOMER][NEUTRAL] Um, so that one is for the policy holder. um, I spoke, but I called a few minutes ago and she said that, um, and I gave them the patient's name and she said that they had a different first name, so when I called the patient, he just gave me his dad's name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, when you call the first time, what information did you provide?
[CUSTOMER][NEUTRAL] Um, the patient's first and last name?
[AGENT][NEUTRAL] Which is the one you're giving me or that's the one that the, the son gave you?
[CUSTOMER][NEUTRAL] The one, I gave you the one that the son gave me.
[AGENT][NEUTRAL] OK, let me have this on and see if I can find it under him.
[CUSTOMER][NEUTRAL] Um, do you want first or last name first?
[AGENT][NEUTRAL] Last name first.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. No worries.
[AGENT][NEUTRAL] do you remember who you spoke to?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me try this backwards not finding anything.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And that it's [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm not pulling anything up, Miss [PII].
[CUSTOMER][POSITIVE] OK thank you I appreciate that.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was everything.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.