AccountId: 011433970860
ContactId: 34daf212-3c9b-4666-9f98-f7ff27ee9125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252649 ms
Total Talk Time (AGENT): 43865 ms
Total Talk Time (CUSTOMER): 74338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/34daf212-3c9b-4666-9f98-f7ff27ee9125_20250623T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], um, so we received a letter stating that y'all could not pull up the patient or.
[CUSTOMER][NEUTRAL] That we sent um.
[CUSTOMER][POSITIVE] Oh my goodness, I'm so on time this morning.
[CUSTOMER][NEGATIVE] We sent a claimant on her and y'all said y'all couldn't find her in the system so I was just calling instead of sending this back in because I figured it might be a little bit faster.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, do you have the last name of the patient or the social?
[CUSTOMER][NEUTRAL] I have both. OK. Her last name is [PII]
[AGENT][NEUTRAL] OK. And what's the social?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said the last name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, did you get a, did you get a card from the patient or do you have a group number by chance?
[CUSTOMER][NEUTRAL] Hold on just one second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Do not see a copy of it in her chart.
[CUSTOMER][NEUTRAL] So no I do don't have that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I've got several [PII]. Is this for like medical or dental or?
[CUSTOMER][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Um, and you said you don't know who the employer is.
[CUSTOMER][NEUTRAL] Hold on just a second, it'll tell me that at least.
[CUSTOMER][NEUTRAL] Set it under individual plans.
[CUSTOMER][NEUTRAL] So not do an employer.
[AGENT][NEUTRAL] I have any looking to see if I have any active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] How about try because I have.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Try to
[CUSTOMER][POSITIVE] No, that was the right one.
[AGENT][NEUTRAL] Yeah it'd either be a six digit number or a 8 digit number.
[CUSTOMER][NEUTRAL] See, I don't have it, um, hold on, wait.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Now see this is all she gave us, and that I guess that's what I'm looking for because the last girl of her note says we need her policy certificate number.
[AGENT][NEUTRAL] Yeah, I've got um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] have any active panellas with a dental policy in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right I will let her know that.
[AGENT][POSITIVE] OK, thanks for calling APL. Hope you have a good one.
[CUSTOMER][POSITIVE] Thank you.