AccountId: 011433970860
ContactId: b92e593f-136c-4a81-bfc6-7570507bf6dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214800 ms
Total Talk Time (AGENT): 64193 ms
Total Talk Time (CUSTOMER): 51929 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b92e593f-136c-4a81-bfc6-7570507bf6dc_20250404T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to find eligibility and benefits for dental for a client, please.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Um, all I have is an ID number or his social.
[AGENT][NEUTRAL] What's the ID that you have?
[CUSTOMER][NEUTRAL] D as in David, 47622401.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we can't pull with that number. What's his, uh, what's the member's social?
[CUSTOMER][NEGATIVE] Um, breaking up again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much let me.
[AGENT][NEUTRAL] Do a search here just one moment.
[AGENT][NEUTRAL] And then what is the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, nothing came up with social. Do you know if [PII]'s a subscriber? Excuse me.
[CUSTOMER][NEUTRAL] Yes, he is.
[CUSTOMER][NEUTRAL] That's what it says on our system.
[AGENT][NEUTRAL] OK. Last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], then [PII].
[AGENT][POSITIVE] Oh, broken. Sorry about that.
[AGENT][NEUTRAL] And then first name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm not finding anything under that name or social that comes up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna leave it at that though because it's the 2nd time I've called. I called a different number that the first lady told me to go to and they said no, you gotta call this number, so.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Can I get a call reference number, please? That's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], which is [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] [PII]. All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You also bye bye.
[AGENT][NEUTRAL] Bye bye