AccountId: 011433970860
ContactId: ba65ef3f-9bdc-452d-8ae6-8df7902f47a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124199 ms
Total Talk Time (AGENT): 35911 ms
Total Talk Time (CUSTOMER): 61528 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ba65ef3f-9bdc-452d-8ae6-8df7902f47a9_20250116T16:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify dental benefits please for a patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Alright, let me go back.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, policy it's 02466415.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Um, I do not have her date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you have her social?
[CUSTOMER][NEUTRAL] Uh, no, no, I just have her ID number and I got a picture of her card.
[CUSTOMER][NEUTRAL] Um, she's coming in as a new patient.
[AGENT][NEUTRAL] I apologize. I would need the social or the, the date of birth also.
[CUSTOMER][NEUTRAL] Uh, would you be able to, um, is this?
[CUSTOMER][NEUTRAL] Like, do you have to be in network to to have this policy?
[AGENT][NEUTRAL] Um, no, ma'am. We work with our providers. There's no network. Yes, ma'am.
[CUSTOMER][NEUTRAL] All providers? OK, alright, OK, so alright, I will reach out to her. What about can we check her children or or I have their date of birth?
[AGENT][NEUTRAL] Um, actually, I'm not showing any dependence on this policy.
[CUSTOMER][POSITIVE] OK, OK, very good, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, you know you can't because I don't have a date of birth, so I'm good thank you bye bye.
[AGENT][POSITIVE] OK, thank you, [PII], for calling.