AccountId: 011433970860
ContactId: b86a293e-a4e8-4043-92c7-00bd5be9c59e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247570 ms
Total Talk Time (AGENT): 45852 ms
Total Talk Time (CUSTOMER): 66603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/b86a293e-a4e8-4043-92c7-00bd5be9c59e_20250212T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I am, uh, uh, I work at Newman Dental Associates, Doctor [PII]'s office. I need a little help with the claim, please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 80,000.
[CUSTOMER][NEUTRAL] 20569
[AGENT][NEUTRAL] OK, do you have a copy of the APL card?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, spell the patient's first and last name.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what state does [PII] reside?
[CUSTOMER][NEUTRAL] In [PII]
[AGENT][NEUTRAL] OK, I am not showing uh [PII] in [PII]. Do you have a social?
[CUSTOMER][NEUTRAL] I do. I have [PII].
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't show this [PII] in our system and that policy number you gave us is not APL.
[CUSTOMER][NEUTRAL] OK, let me ask a question. So do y'all have a an employer that is named [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][POSITIVE] Yes, I can. It is [PII].
[AGENT][NEUTRAL] And spell [PII] for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Nope. I'm not showing anything under that name.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else I can help with today?
[CUSTOMER][POSITIVE] That's all have a great day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.