AccountId: 011433970860
ContactId: 377d919a-1be3-4f18-bf1b-8b20c3e0d698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179100 ms
Total Talk Time (AGENT): 25878 ms
Total Talk Time (CUSTOMER): 68919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/377d919a-1be3-4f18-bf1b-8b20c3e0d698_20250506T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Give me one moment I'm so sorry.
[CUSTOMER][NEUTRAL] Hi there, thank you so much for holding. Um, I am just trying to, uh, verify we have a patient who, um, is kind of like in transition to you for the dental, and yesterday there wasn't any information, so I'm wondering if today there might be some, um, information on the dental policy.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, well, I don't have a policy number. I have the policyholder's social. Can we try that?
[AGENT][NEUTRAL] OK, yes, what's that?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And then can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Our office number is [PII], uh, no extensions.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you, [PII]. And what was the patient's name?
[CUSTOMER][NEUTRAL] Um, the patient is, um, [PII], plus policyholder is, uh, [PII].
[AGENT][NEUTRAL] Didn't pull anything up under that social, um, let me see.
[AGENT][NEUTRAL] Look it up by name. Um, how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The water
[CUSTOMER][NEUTRAL] Is it that yep, it's not. Are you going there.
[AGENT][NEUTRAL] Yeah, I'm not pulling it uh that name or social up in our system.
[CUSTOMER][NEUTRAL] Mm, OK, let me try.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He has a different number. Let me try calling that one thank you for your help.
[AGENT][POSITIVE] Hey thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.