AccountId: 011433970860
ContactId: 2ec68555-5ebb-457b-b7cc-565760c112e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235279 ms
Total Talk Time (AGENT): 44826 ms
Total Talk Time (CUSTOMER): 98945 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2ec68555-5ebb-457b-b7cc-565760c112e9_20250210T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I just wanted to verify this patient's dental benefits.
[AGENT][NEUTRAL] OK, spell your first name for me, please.
[CUSTOMER][NEUTRAL] Mhm. It's [PII] spelled like Black [PII].
[AGENT][NEUTRAL] [PII], OK. [PII], OK.
[AGENT][NEUTRAL] And um you're wanting to verify benefit information?
[CUSTOMER][NEUTRAL] Oh sorry?
[AGENT][NEUTRAL] You're wanting to verify benefit information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number I have here 583-851-395.
[AGENT][NEUTRAL] OK, do you have a copy of the ID card? This number is not for APL.
[AGENT][NEUTRAL] Our number will start with a 0.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, let me just double check here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Kind of loading here in my end.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's the member ID I have here.
[AGENT][NEUTRAL] What's the name of the insurance company on your card?
[CUSTOMER][NEUTRAL] Insurance company it's American Public Life.
[AGENT][NEUTRAL] That's the name on the card that you're looking at?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What other information is on the card?
[CUSTOMER][NEUTRAL] OK, let me check here.
[CUSTOMER][NEUTRAL] Mhm. Documents.
[CUSTOMER][NEUTRAL] OK, appointment.
[CUSTOMER][NEUTRAL] they have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That's the only information I have here.
[AGENT][NEUTRAL] Spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] Mhm. First name is uh [PII] And for the last name, it's [PII].
[AGENT][NEUTRAL] OK, I'm not showing anything under that name.
[CUSTOMER][POSITIVE] Mm OK. Thank you so much for that and
[CUSTOMER][NEUTRAL] OK. Maybe I'll just call back when I get a some information for these patients plan.
[AGENT][POSITIVE] OK. All righty.
[CUSTOMER][NEUTRAL] I mean for these patients.
[AGENT][NEUTRAL] OK, any other questions?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for your call.
[CUSTOMER][POSITIVE] I'm all good. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes, um