AccountId: 011433970860
ContactId: acc4b359-6016-440b-8b29-ed15bc459165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266279 ms
Total Talk Time (AGENT): 81698 ms
Total Talk Time (CUSTOMER): 94122 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/acc4b359-6016-440b-8b29-ed15bc459165_20250512T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from Star intel to verify dental benefits for a patient. Could you please help me with that?
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Um, Ms. [PII], what is your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] It's on the other page.
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][POSITIVE] Just a second, I'm so sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yeah, the member ID I have is 435617774.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Can you spell the member's first and last name for me?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh first name is [PII] and the last name is spelled as [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find it by the name.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and can you give me the state that [PII] lives in, please?
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] No, the state.
[CUSTOMER][NEUTRAL] State, just a second. It's um [PII].
[AGENT][NEUTRAL] OK. And what is his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. I think I have found him. Let me give you his policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 248-3469.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for that. The patient is active, right?
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] The patient is active and current.
[CUSTOMER][NEUTRAL] OK. And the insurance name is American Public, uh.
[CUSTOMER][NEUTRAL] Life, am I right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] And may I know the address for the insurance?
[AGENT][NEUTRAL] Yes ma'am, um, you could send claims to [PII], and that is in [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, state is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, may I know the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. Just a second.
[CUSTOMER][NEUTRAL] And may I know the department phone number?
[AGENT][NEUTRAL] It's the same number you called.
[CUSTOMER][POSITIVE] OK, thank you so much. That's all the info I needed for today. Thank you so much for assisting and have a great day.
[AGENT][POSITIVE] You're very welcome, Miss [PII].
[AGENT][POSITIVE] You have a wonderful week and thank you very much for calling APL today. You take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye