AccountId: 011433970860
ContactId: a8659e69-5599-43e0-9711-1a896f61700b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177860 ms
Total Talk Time (AGENT): 48917 ms
Total Talk Time (CUSTOMER): 68681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/a8659e69-5599-43e0-9711-1a896f61700b_20241230T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Family First Dental. I'm trying to verify benefits on a patient that will be coming in today, but I've never heard of you guys or how it works, so I need information to see if I'm even in network able to see this patient.
[AGENT][NEUTRAL] OK, and could you spell your name for me please?
[CUSTOMER][NEUTRAL] Of course, it's [PII]
[CUSTOMER][NEUTRAL] And can you repeat yours again because I missed it.
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] Last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't have a policy number. They said it hasn't been encrypted or not. I do have the last four of the social, which what what her daughter gave me, um.
[CUSTOMER][NEUTRAL] And you ask for.
[CUSTOMER][NEUTRAL] So what's the thing you asked for?
[AGENT][NEUTRAL] The callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say that you don't have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the daughter doesn't have the policy number. She said something about.
[CUSTOMER][NEUTRAL] They haven't received the card or anything like that, but they give a phone number and the last four of her social.
[AGENT][NEUTRAL] OK, I can't pull it up by the last 4 of the social. May I have the person's name, please?
[CUSTOMER][NEUTRAL] Of course. Her first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] And may I have a date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, so pulling this member up it's showing that they're no longer active.
[AGENT][NEUTRAL] The term date is [PII].
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] [PII]. It's funny cause I just called another 800 number that says that her policy was active for dental.
[AGENT][NEUTRAL] It's showing that they're termed with us for on [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alrighty, I will call the daughter and I'll let her know. Thank you so much, [PII].
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.