AccountId: 011433970860
ContactId: 9d36c9e1-8633-4ac0-940f-4bbf447d90c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294029 ms
Total Talk Time (AGENT): 112620 ms
Total Talk Time (CUSTOMER): 58862 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9d36c9e1-8633-4ac0-940f-4bbf447d90c4_20250407T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, I have a patient coming in tomorrow for their, um, routine cleaning. I was calling to make sure that they had dental coverage.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3, OK, and what's the patient's policy number?
[CUSTOMER][NEUTRAL] I have D as in dog, 47696604.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, I don't see that on the card.
[AGENT][NEUTRAL] OK, we can probably do name search. Um, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let's see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Different
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if this is a dependent or this is the main holder.
[CUSTOMER][NEUTRAL] Um, it says employee name is [PII]. That's what it says on the card.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you happen to know the social?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Wait, let me see.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, it, it doesn't look like he has a policy with us.
[AGENT][NEUTRAL] Um, Ms. [PII], the, the, the, yeah, the the number you provided to us in the beginning, that's for IMA. I don't know if you have tried to call IMA, um, but they only handle preventative, um, but not dental, it's gonna be like regular preventatives.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you want the number?
[CUSTOMER][NEUTRAL] Like regular preventative as in the cleaning.
[AGENT][NEUTRAL] No, as a regular preventative as, um, you know, routine checkups like for medical.
[CUSTOMER][NEUTRAL] Medical, OK. Yes, what's that number?
[AGENT][NEUTRAL] Like wellness, yeah, probably.
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] I mean.
[AGENT][NEUTRAL] OK. The number to IMA is 1-800833-4296 option one.
[CUSTOMER][NEUTRAL] Um, 833, sorry.
[AGENT][NEUTRAL] OK, that's [PII] option one.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] All right. Well, thank you for calling APO. Have a good afternoon, Ms. [PII].