AccountId: 011433970860
ContactId: 300d4e6c-2221-47ce-86bb-236b472a24cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205080 ms
Total Talk Time (AGENT): 72381 ms
Total Talk Time (CUSTOMER): 101288 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/300d4e6c-2221-47ce-86bb-236b472a24cd_20250528T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to check on a patient's, um, dental insurance.
[CUSTOMER][NEUTRAL] Um, I don't know if this is a PPO or if it's a discount plan.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what's your name and a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] My name is [PII] and the number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02622773.
[AGENT][NEUTRAL] OK, I can look that up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] OK, I think we have a different policy number because that wasn't it.
[CUSTOMER][NEUTRAL] OK, um, I have a social.
[AGENT][NEUTRAL] Give me just a second. OK.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, uh 0 at the front.
[AGENT][NEUTRAL] Yeah, let me try one more time, but.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, let me double check. And you said his name is what?
[CUSTOMER][NEUTRAL] His name policyholder is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient's name is [PII].
[AGENT][NEUTRAL] OK. Oh, OK. I see what, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We have [PII] on here, but we, he, he does not have any dependents on here.
[CUSTOMER][NEUTRAL] Oh, the card says family.
[AGENT][NEUTRAL] It might be an old policy. Let me look it up.
[CUSTOMER][NEUTRAL] Well, the card, it says, uh, his name, it says coverage family, a group number it has effective date [PII] and then plan it says group voluntary dental.
[AGENT][NEUTRAL] Or he might have, OK, he is not.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Yeah, I am showing a dental policy, but he would need to go through his employer.
[AGENT][NEUTRAL] To add her in there, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I'm only showing him on the policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, perfect. OK, can I get a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we don't have reference numbers um but you can use my name and last initial in today's date so [PII] and today's date.
[CUSTOMER][NEUTRAL] Calling again
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 85 28 2025. OK, thank you so much, [PII]. You have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.