AccountId: 011433970860
ContactId: 6ba14983-7b62-43b9-a97b-1348f2de0cfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193740 ms
Total Talk Time (AGENT): 84207 ms
Total Talk Time (CUSTOMER): 53444 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/6ba14983-7b62-43b9-a97b-1348f2de0cfa_20250221T21:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just need to verify a patient still has dental coverage.
[AGENT][NEUTRAL] OK, you're just wanting to verify if the policy is still active with APL is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 12254714
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, let me repeat that number 12254714, was that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, so something is off with that number. That's not a valid number for American public life.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is that who you were trying to reach, [PII]?
[CUSTOMER][NEUTRAL] OK, yeah, that's the number they gave us.
[CUSTOMER][NEUTRAL] Well that's the phone number that's listed under her her plan so that's that's why I called but.
[AGENT][NEUTRAL] OK, on her, do you have her ID card?
[CUSTOMER][NEUTRAL] I don't she's she's coming in for an appointment on Monday, but I guess I'll just call her.
[AGENT][NEUTRAL] OK, I can if it's, do you happen, well, you probably don't have the full social of the subscriber, do you?
[CUSTOMER][NEUTRAL] Mm let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do not, so yeah I'll just give her a call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can try, uh, [PII], I can try by the name. I can't search by date of birth. I can try to search by the names. It's a very common name that that might, you know, pose some difficulty, but it's, we can try it if you would like to, for me to do that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, if you don't mind.
[AGENT][NEUTRAL] Sure. What's the uh last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm, OK. So I do not have a [PII] in our system.
[CUSTOMER][POSITIVE] Oh, OK, OK, yeah, that's what I was OK, I will give her a call. Thank you so much for looking though.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. So is there anything else, [PII], I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you again.
[AGENT][POSITIVE] OK, you're very welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.