AccountId: 011433970860
ContactId: 56def731-76a2-4aed-9ca8-6caecdccfe1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137410 ms
Total Talk Time (AGENT): 66037 ms
Total Talk Time (CUSTOMER): 65206 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/56def731-76a2-4aed-9ca8-6caecdccfe1b_20250113T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Neighborhood Health Dental. Um, I was trying to inquire a patient. We have a patient here that was saying that he has, um, American Life dental insurance, and, um, I was just inquiring to see, uh, because he doesn't have his member ID number or anything, but I do have his social and I can look him up, uh, I can give you his name and date of birth and.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility and if the member has an active policy, get a fax back of benefits sent to you, is that correct? OK. Yes, ma'am, I can help you. And what was your first name again? I'm so sorry. I didn't catch it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct. AA. OK, thank you. And also, what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the full social security number of the member?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that again [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we do not have anyone in our system here at APL with that social as being a subscriber.
[CUSTOMER][POSITIVE] OK, I will let him know that thank you.
[AGENT][NEUTRAL] OK, now I can try by the name if it's not a very common, you know, I mean if it's a really.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] I had somebody already try um and they were asking for the social so yeah so he's I've already had that way tried so thank you.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, then. Well, is there anything else, [PII] that I could help you with at the moment?
[CUSTOMER][NEUTRAL] No, that's all I was trying to find out.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.