AccountId: 011433970860
ContactId: 9b8276dd-459d-4070-ac1a-63ee61f10baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233940 ms
Total Talk Time (AGENT): 92853 ms
Total Talk Time (CUSTOMER): 82584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9b8276dd-459d-4070-ac1a-63ee61f10baa_20250425T17:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] I'm so sorry, did you say your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There's some background not [PII].
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][POSITIVE] Mhm. How can I help you today?
[CUSTOMER][NEUTRAL] Uh-huh. Just need a dental benefit. Just, just need the dental benefit details.
[AGENT][NEUTRAL] You're needing a
[AGENT][NEUTRAL] OK, you need eligibility and then a fax back of dental benefits. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need verbally.
[AGENT][NEUTRAL] OK, [PII]. There's some background noise that's making it very difficult for me to be able to hear you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Is that clear right now?
[AGENT][NEUTRAL] Um, that's slightly better. What is your callback number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you want the member ID?
[AGENT][NEUTRAL] I want the policy number for the number you're calling about.
[CUSTOMER][NEUTRAL] It's a Brian Ts.
[AGENT][NEUTRAL] What is the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, OK. It's uh 412-915-797.
[AGENT][NEUTRAL] OK, now that that is not an APO policy number.
[CUSTOMER][NEUTRAL] Uh, can you check from the name and date of birth?
[AGENT][NEUTRAL] I know I can't search by the date of birth.
[AGENT][NEUTRAL] Is that a social security number? What type of number are you giving me?
[CUSTOMER][NEUTRAL] It's a social.
[AGENT][NEUTRAL] So you don't have the policy number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can get anybody like that.
[AGENT][NEGATIVE] Yes, you do or no, you do not.
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] And any information that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's um [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] I'm sorry, what is the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm say that one more time.
[CUSTOMER][NEUTRAL] until
[AGENT][NEUTRAL] Spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so there's no member on this policy number under that social by that name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would need to contact [PII]
[CUSTOMER][NEUTRAL] So, can you spell your name?
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] And you would use my name along with today's date as your call reference number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else, [PII], that I can help you with today?