AccountId: 011433970860
ContactId: 546fb100-1d93-4c0f-b264-1a1dda10f695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110360 ms
Total Talk Time (AGENT): 41359 ms
Total Talk Time (CUSTOMER): 41932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/546fb100-1d93-4c0f-b264-1a1dda10f695_20250318T18:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Mariel Center. I just wanted to know if they could have a dental benefits sent over for one of our patients.
[AGENT][POSITIVE] Sure, I'll be more than happy to fax the fax back for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the best callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 120690875.
[AGENT][NEUTRAL] That's the APL policy number?
[CUSTOMER][NEUTRAL] Oh sorry I thought you meant the member ID number. Um, did you mean like the tax ID?
[AGENT][NEUTRAL] No, I'm just asking, I'm just asking for the member that you're calling for, their policy number with us, so I can see what type of dental policy they have to send it to you.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's their ID number. That's all I have. Um, it is, it's 12 the letter Y 0690875.
[AGENT][NEUTRAL] Right, but what type of ID like is that on the APL ID card, because that's not an APL policy number, that's why I'm asking. I'm trying to see what you have so I know what to ask for.
[CUSTOMER][NEUTRAL] It just says that it's the flexible choice dental and benefit card.
[AGENT][NEUTRAL] Um, that's not APL. Wait a minute. Do you see APL anywhere on the card?
[CUSTOMER][NEUTRAL] No, I don't think so. I'm sorry.
[AGENT][NEUTRAL] OK, it may be a different insurance company.
[CUSTOMER][POSITIVE] OK, that's fine. I'll I'll try to find the number, not a problem.