AccountId: 011433970860
ContactId: a05a3f79-f60f-4e3e-a602-f2ba203f9553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158899 ms
Total Talk Time (AGENT): 38807 ms
Total Talk Time (CUSTOMER): 39615 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a05a3f79-f60f-4e3e-a602-f2ba203f9553_20250624T19:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is um I'm calling from Total Primary Care. I just wanted to verify patient's eligibility and benefits.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] It's B404-092-47.
[AGENT][NEUTRAL] Fortunately, I can't pull them with that number. Do you have a certificate number or their name or social?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] BIS
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Are you looking for medical coverage or are you looking for dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Patient doesn't have a medical plan with us. They only have dental.
[CUSTOMER][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] Uh, I just need your reference number for this one.
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII], last initial [PII] like [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.