AccountId: 011433970860
ContactId: c75457a4-5f7a-42ea-8f10-04ec362df8c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186270 ms
Total Talk Time (AGENT): 52297 ms
Total Talk Time (CUSTOMER): 90767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c75457a4-5f7a-42ea-8f10-04ec362df8c8_20250303T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of the dental office to check on the eligibility and benefits for the patient. Could you please help me with that?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, uh, for the callback number, it is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] For the policy number, I do have the social. May I give you the social?
[AGENT][NEUTRAL] May I have that, please?
[CUSTOMER][NEUTRAL] Yes, uh, it is [PII].
[CUSTOMER][NEUTRAL] This week you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Uh, I'm my wife. I'm my wife to be.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] The last two the last three digits is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the patient's name, it is.
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And could you spell that last name for me please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Because I'm not pulling a member up with that social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't.
[AGENT][NEUTRAL] And that's [PII] for the first name?
[CUSTOMER][NEUTRAL] Yeah that's
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, we don't have a member in our system with that name or that social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, even with the name and date of birth, we are not able to find the patient, right?
[AGENT][NEUTRAL] With the name or the social, we're not able to find that member.
[CUSTOMER][NEUTRAL] OK, then I think uh I have to contact the patient for the card benefit details. And just could you please spell the name and give the card reference number for our call?
[AGENT][NEUTRAL] The call reference will be my first name [PII], which is spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for the information and assistance. That's all the information needed for today.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII], have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you bye.