AccountId: 011433970860
ContactId: c9c8e291-7782-4562-b69f-f0822c8c07d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291250 ms
Total Talk Time (AGENT): 72959 ms
Total Talk Time (CUSTOMER): 120123 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c9c8e291-7782-4562-b69f-f0822c8c07d4_20250205T18:08_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh hi. My name is [PII] and I'm calling from Jefferson Dental to verify the eligibility and benefits for the patient. Can you please help me with that?
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and benefits. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's 636-463-837.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Is this is, OK, mhm.
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][NEUTRAL] Is this the social? Because it's too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is on
[CUSTOMER][NEUTRAL] It's SSN number.
[AGENT][NEUTRAL] OK, give me just a second, let me pull another system to use the social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead with the social one more time.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Nothing is pulling up with that number. Um, do you have any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] They they.
[CUSTOMER][NEUTRAL] Uh just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I have a member ID. Uh, it's A for Alpha, D for Delta, C for Charlie 04149.
[AGENT][NEUTRAL] OK, that, that's not a number either, um.
[AGENT][NEUTRAL] Let me do a name search. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is.
[CUSTOMER][NEUTRAL] [PII]. Would you like to spell it out?
[AGENT][NEUTRAL] Spell out the last name first and then the first name.
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the spelling of her first name?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] OK. Let me try that. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not pulling any anybody up with that name.
[CUSTOMER][NEUTRAL] OK. I have date of birth also. Um.
[CUSTOMER][NEUTRAL] OK. Just a second, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yeah, I don't have any other information about this patient. And uh uh can you provide me the reference number and your name, please, for the call records?
[AGENT][NEUTRAL] Um, my name is [PII]. That's [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And the last name [PII] in, what is that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Yeah, thank you so much.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.