AccountId: 011433970860
ContactId: c16a38a2-a644-4a14-9212-bd02b30be592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144649 ms
Total Talk Time (AGENT): 39738 ms
Total Talk Time (CUSTOMER): 67712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c16a38a2-a644-4a14-9212-bd02b30be592_20250127T16:53_UTC.wav
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[CUSTOMER][POSITIVE] All good, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, I'm just trying to verify dental benefits for a patient. I'm calling from a provider's office.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, sure it is.
[CUSTOMER][NEUTRAL] 083-56024657
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the member social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me take a look at the actual card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] It's a little bit longer. I may not have given you enough digits. Does that sound right? I have a 0835, uh huh.
[AGENT][NEUTRAL] Actually, actually, you gave me too many digits, but I could try that one.
[CUSTOMER][NEUTRAL] OK, um, 083-5602-4657.
[AGENT][NEUTRAL] OK. No, ma'am. I could try to look him up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, she's not coming up under the name either.
[CUSTOMER][NEUTRAL] OK, um, OK, I will reach out to them and maybe see if I could get um some additional information.
[AGENT][NEUTRAL] OK. Well, we're here at [PII] central time. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all. I appreciate your help.
[AGENT][POSITIVE] Yeah, thank you for calling APL. You have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.