AccountId: 011433970860
ContactId: 39889620-5e0e-4fa3-bfd2-c3bd20f9d3b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208529 ms
Total Talk Time (AGENT): 78356 ms
Total Talk Time (CUSTOMER): 101480 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/39889620-5e0e-4fa3-bfd2-c3bd20f9d3b1_20250605T13:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. I'm calling from a dental office on a patient. Um, we filed you guys for her insurance um it looks like it's through her husband.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] However, the name she gave us isn't matching.
[CUSTOMER][NEUTRAL] The name in y'all system.
[AGENT][NEUTRAL] OK, let me check and see what's going on.
[CUSTOMER][NEUTRAL] So I'm just trying to see what you guys have in your system for her insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Thank you. What's the name of the facility, the dental office?
[CUSTOMER][NEUTRAL] Southern Shores Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um what we have in the system is 02.
[CUSTOMER][NEUTRAL] 550413
[AGENT][NEUTRAL] OK. And what is the name and date of birth of the insured?
[CUSTOMER][NEUTRAL] So I want to say is through the husband who is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII] if that comes up.
[AGENT][NEUTRAL] OK. Yes. Uh-huh. And what is her name?
[CUSTOMER][NEUTRAL] She gave us the name [PII]
[AGENT][NEUTRAL] And what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Any other names with that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's really just that [PII], um, but when we got the facts back, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Although I mean a couple months ago when we got the fax back the name was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So basically the [PII] is the middle name. It's [PII]. Mhm.
[CUSTOMER][POSITIVE] It's what I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically, um, we just need to fix it in the system and refile it.
[AGENT][NEUTRAL] Yeah, it looks like it, um, because, yeah, it's just that it looks like she probably used the middle name as the first name and we only have [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, we just wanna make sure because we were like um what?
[CUSTOMER][POSITIVE] OK thank you that helped a lot.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][NEUTRAL] OK. You're welcome Miss. One more thing, Ms. [PII], before I let you go, can you verify the date of birth for Miss [PII] just to make sure that's her.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yes, um, we have [PII].
[AGENT][POSITIVE] Yes, yes, OK, mhm, and it's correct.
[CUSTOMER][POSITIVE] OK alright good alright well thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling ATO Miss [PII]. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Alright bye bye.