AccountId: 011433970860
ContactId: b5cdf6e5-063c-42bf-8e2e-798706410bb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177720 ms
Total Talk Time (AGENT): 69611 ms
Total Talk Time (CUSTOMER): 78474 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b5cdf6e5-063c-42bf-8e2e-798706410bb2_20250227T17:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Mental to verify patient eligibility.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] I'm calling from Redwood dental verifying a patient's eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name, a callback number, and that policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number of the member?
[CUSTOMER][NEUTRAL] I have here 507152-8849.
[AGENT][NEUTRAL] So, is that a policy number or a social?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, it can't be a social. It's too long to be a social. This is what she provided me.
[CUSTOMER][NEUTRAL] So I'm, I'm assuming it's the ID policy number.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] No, she's not in yet. Um, I'm verifying the eligibility.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have her social? because that's not a policy number it's too long.
[CUSTOMER][NEUTRAL] Um, no, I don't. I have a good number.
[AGENT][NEGATIVE] That's not gonna work. What is the patient's last name? We need a policy number or a social for the policy, but what is the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I'm not sure if you're saying [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm not showing this member on in our system, spell her last name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII] is her first name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Not showing her in the system here, [PII] unfortunately.
[CUSTOMER][POSITIVE] OK, no worries. Thank you.
[AGENT][NEUTRAL] You might wanna reach out to her to verify her social or actual policy number that's listed on the card and then give us a call back but I'm not pulling up by that name or that or that policy number that you provided is too long unfortunately. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.