AccountId: 011433970860
ContactId: 440fc4c7-7b99-41c6-a771-5e57b798da7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143630 ms
Total Talk Time (AGENT): 52816 ms
Total Talk Time (CUSTOMER): 49520 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/440fc4c7-7b99-41c6-a771-5e57b798da7b_20250303T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][POSITIVE] I'm good [PII] how are you doing today?
[CUSTOMER][POSITIVE] Yeah I'm doing great thanks for asking.
[AGENT][POSITIVE] Thank you and how can I assist you, [PII]?
[CUSTOMER][NEUTRAL] Actually, I'm calling for eligibility and benefits of only one patient. Could you please help me on that?
[AGENT][NEUTRAL] I sure can, [PII]. What's the callback number for you disconnected please?
[CUSTOMER][NEUTRAL] Yeah it's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you so much. What's that policy number please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 122705.
[AGENT][NEUTRAL] I'm sorry, that's 1227005?
[CUSTOMER][NEUTRAL] No, 122705.
[AGENT][NEUTRAL] That is not enough numbers for a policy number for APL. Can you please recheck the policy number?
[CUSTOMER][NEUTRAL] Uh, I have one more number 925-443622.
[AGENT][NEUTRAL] OK, that is also not a policy number with APL.
[CUSTOMER][NEUTRAL] OK, are you able to search with the name and date of birth?
[AGENT][POSITIVE] I am able to search yes one moment.
[AGENT][NEUTRAL] What is the last name? I need the last name first.
[CUSTOMER][NEUTRAL] Yeah, it's uh the last name is [PII], [PII] sorry, [PII]
[AGENT][POSITIVE] Thank you and what is the first name please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][POSITIVE] To US, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I did not show that member in our system, [PII].
[CUSTOMER][NEUTRAL] Yeah, you're not able, uh, with the given details of uh patient first name, last name and date of birth, you are not able to with the patient, right?
[AGENT][POSITIVE] I'm able to pull up the member with the information that you provided me, that is correct.
[CUSTOMER][NEUTRAL] OK. Uh, could you please confirm with the, your call, uh, your name and call reference number?
[AGENT][NEUTRAL] My name is [PII]. We do not use call reference numbers, but you can use my name in today's date. Last initials [PII].
[AGENT][NEUTRAL] Anything else I can assist you with, please, [PII]?
[CUSTOMER][POSITIVE] No, no, thank you [PII] have a great day bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Take care.