AccountId: 011433970860
ContactId: 695c9e07-b6a9-41b1-80cc-cd63e4add27c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 31978 ms
Total Talk Time (CUSTOMER): 71270 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/695c9e07-b6a9-41b1-80cc-cd63e4add27c_20250303T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] with Tyland Creek Family Dentistry. I'm just trying to verify benefits for patients.
[AGENT][NEUTRAL] What is your callback number [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number please?
[CUSTOMER][NEUTRAL] Um, 02439608.
[AGENT][NEUTRAL] OK, I have that as 02439608. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I think the I think.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm sorry, repeat the patient's name and date of birth again.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I do not show her name on this policy.
[CUSTOMER][NEUTRAL] Um, so you're only showing an AA and Aubrey, and a Marcella.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Mm, can you look it up by her social?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright sir you're so welcome. Hope you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] I don't have a policy for her. I I'm not sure in our system.
[CUSTOMER][NEUTRAL] OK, um, so she's not on the other policy where her husband and kids are? Or would it be under Morgan Sullivan, you have a Morgan? You don't have a Morgan Sullivan?
[AGENT][NEGATIVE] Correct, she's not.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You don't have a Morgan Sullivan on that policy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's Morgan, what's Morgan's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's the same person, it's just she goes by two different names.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling [PII]. Thank you. Have a great day.