AccountId: 011433970860
ContactId: b039112e-df25-46eb-aeb9-70a4f3712972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280940 ms
Total Talk Time (AGENT): 80183 ms
Total Talk Time (CUSTOMER): 111998 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b039112e-df25-46eb-aeb9-70a4f3712972_20250317T18:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] here at Bella Family Dentistry. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Um, I'm just calling to get coverage benefits for a patient for dental.
[AGENT][POSITIVE] I'll be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have an employee ID number.
[AGENT][NEUTRAL] Uh, do you have a social?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, they must not be the primary because that did not come up. Um, what's their name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] They might not have um dental. I'm just calling to check with the card they gave me.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] And do you have an address for him?
[CUSTOMER][NEUTRAL] Uh, let me see if I finished the paperwork.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mr. [PII], if you'll step up here, I just have the insurance lady just needs some information. I'm so sorry to bother you.
[CUSTOMER][NEUTRAL] What's your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][POSITIVE] Do you see anything in there with that, ma'am? Thank you for your help.
[AGENT][NEUTRAL] Um, that's fine. Um, can I speak with the number?
[CUSTOMER][NEUTRAL] Sure, you sure can. She wants to speak to you if that's OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII] with APO claims department. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] I'm good if you can please verify your mailing address for me.
[CUSTOMER][NEUTRAL] I changed the address, the address I was sending it to was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's supposed to be 26, not 46?
[CUSTOMER][POSITIVE] Well, I'm thankful to be here to get it going.
[CUSTOMER][POSITIVE] I use both of them. 460 good.
[AGENT][POSITIVE] Oh, that's fine? OK, so that one's a good one. OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and OK.
[CUSTOMER][NEUTRAL] And for
[AGENT][POSITIVE] And if we can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, alright, thank you so much for verifying that um you can put um her back on the phone.
[CUSTOMER][POSITIVE] Great, hold on.
[CUSTOMER][POSITIVE] Thank you sir. Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much for your patience. OK, so I do have that. Let me give you his policy number.
[CUSTOMER][NEUTRAL] Yeah, give me just a quick second, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, so that will this policy number be used in lieu of a member ID?
[AGENT][NEUTRAL] It's just a policy number, it's the same thing. um, we call it policy number.
[CUSTOMER][POSITIVE] OK wonderful thank you.
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] All right, you can go ahead with that.
[AGENT][NEUTRAL] It's 02550345.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Thank you, let's see here.
[AGENT][NEUTRAL] OK, now you're calling for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the dental company's name?
[AGENT][NEUTRAL] OK, so you're calling for dental. I'm showing we only have medical. He has medical and life insurance with us. He doesn't have a dental policy.
[CUSTOMER][POSITIVE] All right well I appreciate it thank you.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.