AccountId: 011433970860
ContactId: 2d2ea5a9-0b79-461c-9a2b-641e0eb73d76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323380 ms
Total Talk Time (AGENT): 94289 ms
Total Talk Time (CUSTOMER): 110810 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2d2ea5a9-0b79-461c-9a2b-641e0eb73d76_20250203T21:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII] calling you from the world Dental to check dental benefits for a patient, please.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, yeah, you're right.
[AGENT][NEUTRAL] Do you have a phone number on you in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it is [PII], the [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 023.
[CUSTOMER][NEUTRAL] 502
[CUSTOMER][NEUTRAL] 40
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This is for patient [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEGATIVE] What's the policy number again because I didn't get that name to come up.
[CUSTOMER][NEUTRAL] Yeah, the policy number that I have here is, I mean the ID one or the group number?
[AGENT][NEUTRAL] The ID.
[CUSTOMER][NEUTRAL] Yeah, it is 02350240.
[AGENT][NEUTRAL] OK, that name didn't come up by that policy number. Do you have their social security number?
[CUSTOMER][NEUTRAL] No, I don't have the social security number at this moment.
[AGENT][NEUTRAL] OK, and whose name is the policy in?
[CUSTOMER][NEUTRAL] Sorry, what was that?
[AGENT][NEUTRAL] Can you spell the first name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, it was [PII] and the last name was [PII]
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] And the first name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, right.
[AGENT][NEUTRAL] I don't see that name in the system. Is the policy in her name?
[CUSTOMER][NEUTRAL] OK, let's see. I have here the policy holder's name. Can we try with this one?
[AGENT][NEUTRAL] Yes, that's who I need, the policyholder's name.
[CUSTOMER][NEUTRAL] I'm so sorry about it. OK. Yeah. It is for [PII] and it is spelled as [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] And what's [PII], uh, date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is just a sec.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, that policy number was correct, but I didn't see that dependent on this policy. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Thank you, [PII], for that information. Now, on this policy, it's an individual policy. It is not a dental policy and the policy canceled 31 and 24.
[CUSTOMER][NEUTRAL] OK, so this is an individual and but I'm so sorry, did you say that is not a dental plan?
[AGENT][NEUTRAL] It's not a dental plan and it, it laps 3124.
[CUSTOMER][NEUTRAL] OK, so it is for a medical one, am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I got it. OK, no, that's perfect so.
[CUSTOMER][POSITIVE] Uh, actually, yeah, that would be all the information that I was looking for. So yeah, thank you so much for helping me. Lastly, may I know your name again and the reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. My name is [PII]
[CUSTOMER][POSITIVE] OK, I got it, [PII]. Thank you so much once again and I really hope you have a good rest of the day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye bye.