AccountId: 011433970860
ContactId: 5b8d3612-500c-4022-abf1-4732fee25449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146580 ms
Total Talk Time (AGENT): 55198 ms
Total Talk Time (CUSTOMER): 53800 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5b8d3612-500c-4022-abf1-4732fee25449_20250311T21:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm I'm calling in regards to the intelligibility for a patient that I have here in the office.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Mrs. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would it be the
[CUSTOMER][NEUTRAL] I am actually can see it here.
[AGENT][NEUTRAL] It's gonna start with the 0 followed by 7 digits if you see something like that.
[CUSTOMER][NEUTRAL] It's like in hospital benefits cert number?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You can give me that one, but that's usually not for dental, but um, yeah, you can give me that one. Is it for dental?
[AGENT][NEUTRAL] Or is it for medical?
[CUSTOMER][NEUTRAL] Yeah, she told me that she has dental coverage.
[AGENT][NEUTRAL] Um, I can check. Let me have that number and see.
[CUSTOMER][NEUTRAL] 01611.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 564 M [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What's the name and date of birth?
[CUSTOMER][NEUTRAL] So I'm calling in regards to [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if they have any other policies besides this one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I I.
[AGENT][NEUTRAL] No, no, so they only have this secondary policy and this is just medical, it doesn't cover dental.
[CUSTOMER][POSITIVE] No cover then. OK, perfect, thank you so much.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.