AccountId: 011433970860
ContactId: c0bacd3f-3a05-4d26-919a-47aa3a3101be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116800 ms
Total Talk Time (AGENT): 38574 ms
Total Talk Time (CUSTOMER): 48158 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c0bacd3f-3a05-4d26-919a-47aa3a3101be_20250327T13:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to see if I could get uh dental benefits for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII] excuse me, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number that she gave me was 60,810.
[AGENT][NEUTRAL] 60,810.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] OK, that's our payer ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, whose name is the policy in?
[CUSTOMER][NEUTRAL] Um, [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] And how do you spell her last name?
[CUSTOMER][NEGATIVE] Um, [PII].
[CUSTOMER][NEUTRAL] This is where it kind of got a little tricky. She had an accent, uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or [PII]?
[AGENT][NEUTRAL] OK, I'm gonna have to know how to spell the last name or have a social.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEGATIVE] I won't be able to look it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me call the patient back and see what I can do.
[AGENT][NEUTRAL] Yeah, see if she can spell the last name for you or give you her social.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.