AccountId: 011433970860
ContactId: 88fba8a9-af2a-49c3-a168-a48ea5071bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113550 ms
Total Talk Time (AGENT): 31822 ms
Total Talk Time (CUSTOMER): 54376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/88fba8a9-af2a-49c3-a168-a48ea5071bfd_20250521T15:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was just calling to see if a patient has dental supplementary benefits from you guys.
[AGENT][POSITIVE] I, I can help you with benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] I do, I have a group number. Let me see.
[CUSTOMER][NEUTRAL] There's just a group number on the card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, it should be a policy certificate number.
[AGENT][NEUTRAL] Or subscriber ID?
[CUSTOMER][NEUTRAL] I don't have any of that. I have the.
[CUSTOMER][NEUTRAL] There's a number for in hospital benefit and outpatient benefit that's it besides the group number.
[AGENT][NEUTRAL] OK, uh, what's the number for the either one of the inpatient or outpatient?
[CUSTOMER][NEUTRAL] Uh, I'll give you the outpatient. It is 0220.
[CUSTOMER][NEUTRAL] 5374 ML 8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Um, so this is actually a supplemental, it's a secondary gap policy for
[AGENT][NEUTRAL] Um, medical services, it's not for dental.
[CUSTOMER][POSITIVE] OK all right perfect just wanted to know thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] You, bye-bye.