AccountId: 011433970860
ContactId: ae053ded-eb17-438e-99d1-5ca23321c05e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222910 ms
Total Talk Time (AGENT): 76648 ms
Total Talk Time (CUSTOMER): 39399 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ae053ded-eb17-438e-99d1-5ca23321c05e_20250415T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, uh, my name is [PII] and I'm calling to get dental benefits on a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the dental benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh, my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 30007208
[AGENT][NEUTRAL] 30007278
[CUSTOMER][NEUTRAL] 30007208 yes.
[AGENT][NEUTRAL] 0, 08, OK.
[AGENT][NEUTRAL] Um, so that's not an APL policy number. Do you have their ID card available?
[CUSTOMER][NEUTRAL] I don't, uh.
[AGENT][NEUTRAL] Um, I can search it with the member's first and last name or the social if you have it.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got the social
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop up here.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that I don't see.
[AGENT][NEUTRAL] Let me try with the name because that social didn't bring up that name. Hold on one moment.
[AGENT][NEUTRAL] I don't see a policy with that social. Can you um spell the last name for me, please?
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Do
[AGENT][NEUTRAL] And you said her first name is [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me see
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I, OK, hold on one second.
[AGENT][NEUTRAL] Yeah, I'm not showing a policy with that name either. Um.
[AGENT][NEUTRAL] I will ask them if they see APL to the top left corner of their card, and if they do, what is the policy certificate number on the card? That's their policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, Faith, was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.