AccountId: 011433970860
ContactId: a9a46d17-41db-42e7-b06a-ffc880f3345c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168399 ms
Total Talk Time (AGENT): 63480 ms
Total Talk Time (CUSTOMER): 59679 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a9a46d17-41db-42e7-b06a-ffc880f3345c_20250325T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. It's [PII] from the dental office, and I need benefits for one of our patients.
[AGENT][NEUTRAL] OK, I can barely hear you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, it's pronounced [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, and you said that you're needing dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, if you can provide the policy number and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, yes, the callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the patient ID is [PII].
[AGENT][NEUTRAL] Do you have a copy of the ID card? That's not a policy number for APL.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Is that a social security number?
[CUSTOMER][NEUTRAL] I don't have, ma'am.
[AGENT][NEUTRAL] Is that a social security number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, maybe I'm not sure.
[CUSTOMER][NEUTRAL] there again
[AGENT][NEUTRAL] Did you say maybe you're not sure whether that's a social or not?
[CUSTOMER][NEUTRAL] Yes, I'm not sure.
[AGENT][NEUTRAL] OK, what's the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm not showing anyone under [PII] I also checked to see if that's a social security number and that nothing registers under that number either.
[CUSTOMER][NEUTRAL] No problem, ma'am. Uh, would you please spell your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII]. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] Nothing else, ma'am. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[AGENT][NEUTRAL] It appears that I still have you on the line. Did you have any further questions?
[CUSTOMER][POSITIVE] Uh, nothing, ma'am. Have a good day.
[AGENT][POSITIVE] All righty. Thanks for calling APL.