AccountId: 011433970860
ContactId: 7ab4e27c-814f-4cb0-8a27-8eef061a3736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275980 ms
Total Talk Time (AGENT): 87102 ms
Total Talk Time (CUSTOMER): 111524 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7ab4e27c-814f-4cb0-8a27-8eef061a3736_20250509T16:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi. Hi, so, this is [PII]. I'm calling on behalf of the provider's office to check on the health benefits of this patient. Can you help me with that?
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The callback number.
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Sure. Thank you, sir. The facility name is the
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Chapin
[CUSTOMER][NEUTRAL] Smiles, dentistry.
[AGENT][NEUTRAL] How do you spell the first word?
[CUSTOMER][NEUTRAL] It's uh C, Charlie, H Hotel, A alpha, P Papa, I Indiana, N November.
[AGENT][NEUTRAL] OK, thank you. All right. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure, thank you. The policy number will be, what I have here is N November, T Tango X X-ray, followed by 47281682.
[AGENT][NEUTRAL] Mm, that is too many numbers to be one of our policy numbers. Are you trying to reach American Public Life?
[CUSTOMER][POSITIVE] Uh, yes, the water is safe here, American public life.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see a policy number, certificate number? It's gonna start with a 0 followed by 7 digits. It's a 0 followed by 7 digits, no letters.
[CUSTOMER][NEUTRAL] Uh, no. The digits I have is just uh 8 digit that is 472-81682. I don't see any zeros. Is it possible for you to do the name and date of birth, such?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. Yes. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, last name is uh [PII], that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. That is [PII].
[AGENT][NEUTRAL] OK. Let me try that one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the last name again, that's [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] No, I don't have a [PII].
[CUSTOMER][NEUTRAL] Do you want the date of birth?
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] OK. Do you need the date of birth or something?
[AGENT][NEUTRAL] Uh, we can search for date of birth. Do you have a social?
[CUSTOMER][NEGATIVE] Uh, no, no social.
[AGENT][NEUTRAL] Yeah, with the name, I was not able to find this number.
[CUSTOMER][NEUTRAL] Just the name.
[CUSTOMER][NEUTRAL] So, for [PII], you can find the patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you can do only the name search. You cannot do the date of search as well, right?
[AGENT][NEUTRAL] Correct. I can only search by the policy, Social Security, first name and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh how do you spell the name?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Last initial [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Got it. OK, so if the, the patient can be found, can I just have the reference number for this one?
[AGENT][NEUTRAL] We don't have a reference numbers, you can use my name in today's safe.
[CUSTOMER][POSITIVE] OK, great. OK, so thank you very much for your help this patient. I appreciate it. Have a great day, yeah.
[AGENT][POSITIVE] You as well. Thank you for calling ATL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.