AccountId: 011433970860
ContactId: 877d1a14-3454-496c-9dc6-2a606f877b63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164169 ms
Total Talk Time (AGENT): 57478 ms
Total Talk Time (CUSTOMER): 64047 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/877d1a14-3454-496c-9dc6-2a606f877b63_20250225T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][NEUTRAL] Well, I'm fine. How are you today?
[CUSTOMER][POSITIVE] Yeah, I'm good. Thank you so much for asking. I'm calling to verify the dental eligibility and benefits. Could you please help me with that?
[AGENT][NEUTRAL] OK, you're needing dental eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, ma'am, I can confirm that and on our dental policies we have fax backs for the member's benefits that I will send to you.
[AGENT][NEUTRAL] Uh, first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]. It's, there is no extension.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It's 02013730.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again, any information that is provided will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is gonna be [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] What is the name again?
[CUSTOMER][NEUTRAL] It's the first name [PII]. It's the first name and the last name [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's spells like [PII].
[AGENT][NEUTRAL] OK, so that doesn't match the information that we have on file.
[CUSTOMER][NEUTRAL] Actually, subscriber name is [PII] and the date of birth.
[AGENT][NEUTRAL] Yes, ma'am, but I need to verify the last name for the child.
[AGENT][NEUTRAL] What we have is different than what you're giving me.
[CUSTOMER][NEUTRAL] OK. You're saying that patient last name was mismatched, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, OK. Can I get the call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], that is correct.
[CUSTOMER][POSITIVE] Thank you so much for assisting me. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. You too and thank you again for calling APL.