AccountId: 011433970860
ContactId: 9f2c54aa-b556-4305-9694-8177280d0769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214059 ms
Total Talk Time (AGENT): 81644 ms
Total Talk Time (CUSTOMER): 118168 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9f2c54aa-b556-4305-9694-8177280d0769_20250220T14:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say your name was [PII]?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from, uh, dental provider's office to check eligibility for patients, please.
[AGENT][NEUTRAL] I can help with the with the eligibility, um, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the ID number is 154,870,001,200.
[AGENT][NEUTRAL] OK, um, let's see. Let's see if we can't find it by their name, uh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] How do you uh spell the insured's last name, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's um [PII], then there's a [PII] and then there's [PII]. So [PII], first name is [PII]
[CUSTOMER][NEUTRAL] And his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. While I'm looking that up, if I could have a callback number, please, in the event that I'm disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I don't have him on our files. I, I don't have anything for uh [PII].
[CUSTOMER][NEUTRAL] And this is
[CUSTOMER][NEUTRAL] Um, this is [PII], correct?
[AGENT][NEUTRAL] This is, I'm sorry, this is what?
[CUSTOMER][NEUTRAL] Solstice company.
[AGENT][NEUTRAL] Uh, no, I'm, I'm with American Public Life. We're an insurance company.
[CUSTOMER][NEUTRAL] American Dental Line, um, I'm calling for his dental.
[AGENT][NEUTRAL] Uh, no, no, American public life.
[AGENT][NEUTRAL] Yes, yeah, we, we sell dental policies, um, but, uh, but that, but the number that you gave me isn't one of our policy numbers and I'm, I'm afraid I don't have anyone listed under his name, uh.
[CUSTOMER][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In our in our files.
[CUSTOMER][NEUTRAL] And would you be able to check the group name, the employer?
[AGENT][NEUTRAL] Yes, sure.
[CUSTOMER][NEUTRAL] Um, OK, [PII].
[CUSTOMER][NEUTRAL] Enterprise Inc.
[AGENT][NEUTRAL] Enterprise.
[CUSTOMER][NEUTRAL] Because he mentioned he, I said, do you have new dental insurance? He says, yes, it's solstice and then he gave me the ID number, the group number, and the 800 number.
[CUSTOMER][NEUTRAL] But it's a different name than what you're saying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] No, it's, I don't have that as a group. Um, now we, uh.
[CUSTOMER][NEUTRAL] And do you have the group numbers?
[AGENT][NEUTRAL] Uh, what is the group number for this individual?
[CUSTOMER][NEUTRAL] That'll be 242 8.
[AGENT][NEUTRAL] 242 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2428.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Usually ours is uh.
[AGENT][NEUTRAL] Let's see if I can't find it that way. 2428.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][NEGATIVE] No, um, yeah, I'm, I'm sorry, [PII], it's not coming up to anything.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, alrighty, well, I'll give him a call back. Thank you for your help, [PII]. You have a great day.
[AGENT][NEUTRAL] OK. OK, thanks for contacting API.