AccountId: 011433970860
ContactId: c88fc8d5-8da0-4f98-9ce7-6254954db00f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200259 ms
Total Talk Time (AGENT): 55461 ms
Total Talk Time (CUSTOMER): 62188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c88fc8d5-8da0-4f98-9ce7-6254954db00f_20250326T17:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from dental office checking for eligibility and benefits on a recorded line. How are you doing today?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing pretty fine, thanks for asking, [PII].
[AGENT][NEUTRAL] OK, um, I can check. You said benefits and eligibility, is that correct, [PII]? OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have that is [PII].
[AGENT][NEUTRAL] Uh, it's too many numbers, um.
[AGENT][NEUTRAL] You have the patient name?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth and the last name is spelled like [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] Uh, it's just pulling it up. Just give me just a moment more.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, and you said it was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] I'm not finding anything with that name.
[CUSTOMER][NEUTRAL] Yes. And the last name is.
[CUSTOMER][NEUTRAL] Oh, OK, no problem. And can I get the, yeah, uh, I have one more ID, I think.
[AGENT][NEUTRAL] Do you have the
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, hold on just a second, let me get back to there.
[CUSTOMER][NEUTRAL] Uh, it's a social, I believe, yeah.
[AGENT][NEUTRAL] OK, what's that ID?
[CUSTOMER][NEUTRAL] Uh, that's [PII].
[AGENT][NEGATIVE] It's too long
[AGENT][NEUTRAL] Is [PII] the insured on the policy or is that the, uh, dependent?
[CUSTOMER][NEUTRAL] Uh, it's showing here the insured.
[AGENT][NEUTRAL] OK, that number did not work either. I'm not pulling that up. And a reference number for today would be my name, [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right, thank you so much, [PII]. I really appreciate your help and time and have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL Noa. Have a great day.
[CUSTOMER][NEUTRAL] Bye for now bye bye.
[AGENT][NEUTRAL] Mhm