AccountId: 011433970860
ContactId: 3c688d4a-5618-4298-ad2f-99061e32d390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242210 ms
Total Talk Time (AGENT): 72518 ms
Total Talk Time (CUSTOMER): 121276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3c688d4a-5618-4298-ad2f-99061e32d390_20250217T18:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling this is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII], and I'm calling you on behalf of the dental office. On this recorded line. I would like you to help me with the patient eligibility benefits. And before that, may I have your good name and your last name initial.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Sure, my name is [PII] My last name is [PII]
[CUSTOMER][NEUTRAL] And [PII], how are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you doing?
[CUSTOMER][POSITIVE] I'm doing great as well. Thank you for asking. So, you know, I want you to help me with the patient receiving benefits. I'm already having all the benefits with me and I break down with me. I'm having just a couple of questions and I want you to help me with that.
[AGENT][NEUTRAL] OK, what is the um insured's name?
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Um, the insurance name is American Public PPO.
[AGENT][NEUTRAL] Mm, no, what is the insured's name?
[CUSTOMER][NEUTRAL] Insured's name is [PII].
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]. With the date of birth that is [PII].
[AGENT][NEUTRAL] OK. Um
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Definitely, it's 02581028.
[AGENT][NEUTRAL] OK. Can you slow down just a bit, just a little bit. What was that policy number again, please?
[CUSTOMER][NEUTRAL] 025
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEGATIVE] 028. And there is a missing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Uh, I have um done.
[CUSTOMER][POSITIVE] From my side, and I got all, all the information um by you. So thank you for helping me uh have a wonderful day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] All right, so now I have a go.
[AGENT][NEUTRAL] Bear with me just one moment please.
[AGENT][NEUTRAL] OK, and what's the date of service?
[CUSTOMER][NEUTRAL] Uh, I'm looking for, uh, benefits, and you can check for the previous year, like date of service. I'm not having the date of service. I'm looking for agility benefits. I'm already having the benefits with me, but I just want you to help me with the frequency for the patient.
[AGENT][NEUTRAL] OK, let me get you over to our claims department and they should be able to help you, OK?
[CUSTOMER][NEUTRAL] No, I'm looking for eligibility and benefits, not claims.
[AGENT][NEUTRAL] That would be our claims department to give you the eligibility.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, just one moment, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Live. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have got a provider who's calling um to look for
[AGENT][NEUTRAL] Um, his benefits for his dental.
[AGENT][NEUTRAL] Policy number is 02581028. He's actually looking for eligibility.
[CUSTOMER][NEUTRAL] OK, I can help him. Do you have the name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, of the person calling, I believe his name is [PII], he talks really, really fast.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][POSITIVE] All right, thank you, bye.