AccountId: 011433970860
ContactId: 9df13f1f-47cc-480a-b8f1-00e2734fa759
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196139 ms
Total Talk Time (AGENT): 43943 ms
Total Talk Time (CUSTOMER): 97058 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9df13f1f-47cc-480a-b8f1-00e2734fa759_20250414T15:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the dental office to check on the eligibility and benefits of a patient on a recorded call. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII] and may I have your name again please?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][POSITIVE] Got it, thank you.
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct line.
[AGENT][NEUTRAL] And what dental office?
[CUSTOMER][NEUTRAL] Um, the pro, OK.
[CUSTOMER][NEUTRAL] You mean the name of the office?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, just give me a moment, please.
[CUSTOMER][NEUTRAL] That would be Mount Dora Modern Dentistry.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, this is what I have.
[CUSTOMER][NEUTRAL] That would be N. Nancy, T as in Tango X as in X-ray 37834252.
[AGENT][NEUTRAL] Um, yeah, it's not one of our policy numbers. Um, you have the last name of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be [PII]
[AGENT][NEUTRAL] And then first name?
[CUSTOMER][NEUTRAL] That would be uh [PII]
[AGENT][NEUTRAL] OK, and that was [PII] Uh first name [PII]
[CUSTOMER][POSITIVE] Uh, you're right. [PII]
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm not pulling up that name. Do you have a group number?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] The group number I'm not sure if this is correct because the group number we normally the group name and the group number we normally uh get it from you.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK. Do, do you have something on file or no?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right. Uh, OK. Can you try Q as in Quebec, B as in Bravo, D as in Delta, V as in Victory, P as in Papa, X as in X-ray, E as in Echo, M as in Mary, 3.
[AGENT][NEUTRAL] Our, our, uh, group numbers are numerical.
[AGENT][NEUTRAL] They're just not
[CUSTOMER][POSITIVE] Oh right, OK then this is all the information. This is all the information I have [PII], so, uh, we're not able to locate the patient with the information provided. All right, no problem. Thank you so much for your help though.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][POSITIVE] Um, have a wonderful day, [PII]. All right. Thank you. Bye for now. Have a great day. All right, bye.
[AGENT][NEUTRAL] You as well.