AccountId: 011433970860
ContactId: 916adc0f-c747-47c7-a84b-9ff717bc89f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134039 ms
Total Talk Time (AGENT): 77051 ms
Total Talk Time (CUSTOMER): 37257 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/916adc0f-c747-47c7-a84b-9ff717bc89f5_20250304T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. And I have a patient with dental benefits. So can you help me with that?
[AGENT][NEUTRAL] Yes sir, you want benefits, [PII], is that what you're saying?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] Yeah, I'll be glad to help you, [PII]. Give me a good policy number.
[CUSTOMER][NEUTRAL] Um, OK. So for the policy number, it's 24547.
[AGENT][NEUTRAL] 24547. Is that what you said, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, our certificate numbers are 7 digits. Do you see anything? Let me just try to put some 0s. That's still not enough. You see anything that says certificate number, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, because this is the only numbers I have like 24547, just 5 numbers.
[AGENT][NEUTRAL] Yeah, that's definitely not one of our certificate numbers, [PII], so hang on, let's see.
[AGENT][NEUTRAL] The other way I can look it up is by name, so spell the patients or say the patient's last name.
[CUSTOMER][NEUTRAL] Uh, so this is for [PII]. It's spelled as [PII]
[AGENT][NEUTRAL] And your first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All righty. I'm gonna try to find her by name, so hold on just a moment for me, OK, [PII]?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Alright [PII], her name is not on my system.
[AGENT][NEUTRAL] So, what I would advise is check back with that patient and get her certificate number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm. All right. OK. Um, can I get the address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not give reference numbers. We don't. I'm sorry. I could, uh, my either my phone or static and or yours, but we don't give reference numbers, [PII], and is that all that I can help you with?
[CUSTOMER][NEUTRAL] Consult information.
[CUSTOMER][POSITIVE] OK. All right. No issues. Thank you so much and have a wonderful day. Take care. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you. Bye-bye.