AccountId: 011433970860
ContactId: 6f3760dd-0abe-4d52-8452-26ef5e958366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180360 ms
Total Talk Time (AGENT): 45267 ms
Total Talk Time (CUSTOMER): 61513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6f3760dd-0abe-4d52-8452-26ef5e958366_20250507T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of the dental office to check on eligibility and benefits on a recorded line.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on eligibility and benefits today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is K as in Kilo 6094032201.
[AGENT][NEUTRAL] Right, and that's not one of our policy numbers. Do you have their name, social?
[CUSTOMER][NEUTRAL] Actually, I just have this policy number. Apart from this, I have name, date of birth, and address. That's it.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Last name spelled as [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name is [PII], [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look by the name and see what I can find. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] Nothing's coming up by that member's name, so unfortunately, I'm not able to find any active policy.
[CUSTOMER][NEUTRAL] OK, got that. So the ID number is incorrect and even after the name and date of birth, sir, nothing is pulling up, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK. So, that's it for today, sir. What will be the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial, then today's date. My name again is [PII], that's spelled [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Oh OK. Thank you so much for your help today, [PII].
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] You too. Have a great one ahead. Bye-bye.
[AGENT][NEUTRAL] Bye bye