AccountId: 011433970860
ContactId: 6bccf076-a8ab-404d-8624-9586de3dceea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 49824 ms
Total Talk Time (CUSTOMER): 43139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6bccf076-a8ab-404d-8624-9586de3dceea_20250128T20:10_UTC.wav
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[CUSTOMER][NEUTRAL] Long hair.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at doctor's care. Um, is this for dental or medical?
[AGENT][NEUTRAL] Um, we can verify eligibility and benefits for medical and dental both. We offer both.
[CUSTOMER][NEUTRAL] OK, so this is for, well, he's here for medical, so uh you need the ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] It's 02584820.
[AGENT][NEUTRAL] All right, let me pull that up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could just get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] oh how you said that [PII]
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Thank you. And then date of birth.
[CUSTOMER][NEUTRAL] His birthday is [PII].
[AGENT][POSITIVE] All right, thank you so much. So, um, I'm showing that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like the member ID that you gave me is for a dental plan.
[CUSTOMER][NEUTRAL] Crazy
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if they have medical with us. Give me a sec here.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, it looks like I don't see any medical with us. They have some disability and dental, but I don't see any medical with us.
[CUSTOMER][POSITIVE] No medical. OK, that's good. All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye. So this is just for dental she didn't see medical.
[AGENT][NEUTRAL] Bye bye.