AccountId: 011433970860
ContactId: 8e61791b-a472-46ff-acf5-59c45d6b5161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135380 ms
Total Talk Time (AGENT): 60411 ms
Total Talk Time (CUSTOMER): 65518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8e61791b-a472-46ff-acf5-59c45d6b5161_20250213T17:02_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with Clinton Family Dentistry, and I need to check on a um eligibility for a patient please.
[AGENT][NEUTRAL] Sure [PII], I can assist you with that. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Our callback number is [PII] and the policy number we have on file is 00671363.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's for dependent on the account. It's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have a different name in the system.
[CUSTOMER][NEUTRAL] So the member is [PII], is he the only one on?
[AGENT][NEGATIVE] Right, I'm saying we have a different name for [PII], different last name. I can't give you the last name, but it's a different name. It does not match what you provided me.
[CUSTOMER][NEUTRAL] OK well I will she's in office so I'll go get it from her.
[AGENT][NEUTRAL] OK, you wanna put me on hold or you gonna call back?
[CUSTOMER][NEUTRAL] And now,
[CUSTOMER][NEUTRAL] Uh, no, ma'am, because you just confirmed she's on the account, so I'll just put the new last name in and file it.
[AGENT][NEUTRAL] OK, and what is her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, so I'm not sure with the name that you gave, the last name just doesn't match. So if you could verify that I then I could be able to give you the benefits and stuff.
[CUSTOMER][NEUTRAL] Uh well, we already have a, a benefit right now, but it's OK. So I'll just go get the last name that she goes by and then, well, actually, let me just ask you, is it S [PII]?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that is her name, that is her um I'm not sure if that's her maiden name or her married name. I'm not sure, but that's what we have in the system. But if it needs to be updated, can you let her know that she needs to inform [PII] to contact APL to update her last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, I will do it.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] Pleasure speaking with you. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.