AccountId: 011433970860
ContactId: 9d502e38-0ddf-435f-9f8d-2ed430bae14d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139179 ms
Total Talk Time (AGENT): 42000 ms
Total Talk Time (CUSTOMER): 67054 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9d502e38-0ddf-435f-9f8d-2ed430bae14d_20250121T18:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. We just need to check the eligibility and benefits to one of our patients, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, the num uh the policy is 025.
[CUSTOMER][NEUTRAL] 123
[CUSTOMER][NEUTRAL] 91
[CUSTOMER][NEUTRAL] What is your wife's name?
[CUSTOMER][NEUTRAL] Oh, the primary holder is [PII].
[AGENT][NEUTRAL] Who's the patient?
[CUSTOMER][NEUTRAL] [PII] When is her birthday?
[AGENT][NEUTRAL] The patient, that's the patient's name?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] This is the patient's name?
[CUSTOMER][NEUTRAL] This is the primary holder the patient's name.
[AGENT][NEUTRAL] I need the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry, it's [PII].
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And you're calling to verify medical or dental cause this is the dental care.
[CUSTOMER][NEUTRAL] No, dental, dental.
[AGENT][NEUTRAL] So this policy, can I have a callback number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This member does not have dental listed, they don't have a dental policy.
[CUSTOMER][NEUTRAL] She said that you don't have dental policy.
[CUSTOMER][NEUTRAL] This he said that it's covered by both like medical and dental.
[AGENT][NEUTRAL] Yeah, but they don't have a dental policy. Could you spell the, provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], they don't have a dental policy listed in the system.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] So they don't have dental coverage period.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. He, you may wanna advise him to.
[CUSTOMER][NEUTRAL] One