AccountId: 011433970860
ContactId: 2dafe31e-9086-476a-ab3a-b1138e5a7445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255940 ms
Total Talk Time (AGENT): 86581 ms
Total Talk Time (CUSTOMER): 102660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2dafe31e-9086-476a-ab3a-b1138e5a7445_20250422T14:09_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just hoping to get dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Um, hold on.
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] Um, can I get a good callback number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] I mean she's all set.
[CUSTOMER][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and the policy number and your patient's name and date of birth.
[CUSTOMER][NEUTRAL] I don't have a policy number. I have associates that will that work?
[AGENT][NEUTRAL] Uh, yes, uh huh, what's the social?
[CUSTOMER][NEUTRAL] So go ahead
[CUSTOMER][NEUTRAL] It is [PII]. No, she did a filling today she's good. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sorry honey, and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Alright, I remember you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and her name, please?
[CUSTOMER][NEUTRAL] With Kri
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, do you do a fax back or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I would need to get somebody in our benefits department that can go over the benefits with you. Um, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all I need, honey thank you.
[AGENT][NEUTRAL] Alright, well thank you [PII] and hold um just a moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too. Hi.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] They got me on hold. I'll get you checked.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. I have a [PII] on the phone. Uh, she's a provider. She's calling for benefits.
[CUSTOMER][NEUTRAL] OK, she's needing benefits in excuse me, benefit information on a member?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And policy number is.
[CUSTOMER][POSITIVE] Yes, I can help her with that and let's her call.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] Let's try to his callback number first.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Policy number 261.
[CUSTOMER][NEUTRAL] OK, thank you and the policy number?
[AGENT][NEUTRAL] 261-52777 on a [PII] and I verified her date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], you broke up on part of what you said. What's the full phone number again?
[AGENT][NEUTRAL] Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Alright, and policy was 269.
[AGENT][NEGATIVE] You're cutting out now.
[CUSTOMER][NEUTRAL] 15377.
[AGENT][NEUTRAL] 52 uh-huh, on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, just one second.
[CUSTOMER][NEUTRAL] Hold on, [PII], the screen is acting crazy. Hold on. OK, [PII]. OK, and you said that you verified what information? I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, her name and date of birth.
[CUSTOMER][POSITIVE] All right, I can help her thank you.
[AGENT][NEUTRAL] Mm I see here she is.
[CUSTOMER][POSITIVE] All right. OK, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Hi, [PII]