AccountId: 011433970860
ContactId: cc1eb00c-f349-4046-8e80-e47d23259d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149619 ms
Total Talk Time (AGENT): 54016 ms
Total Talk Time (CUSTOMER): 61160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/cc1eb00c-f349-4046-8e80-e47d23259d09_20250227T23:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Western Dental. I have a patient that's trying to be seen here for dental, and I wanted to see if you can help me with the eligibility and benefits, please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, I can check eligibility benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do not um the patient does not have it on him, but I do have the patient's social.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] First name is going to be [PII]. Last name is going to be spelled [PII]
[AGENT][NEUTRAL] Um, I did not get a result with that social. Let me read that back to you, make sure I heard that correctly. Um, that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, I did not get a result with that social sure um well we can also, if you wouldn't mind spelling out the first and last name for me, I could try that way.
[CUSTOMER][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, of course. So first name is gonna be [PII]. It's going to be um.
[CUSTOMER][NEUTRAL] It's gonna be [PII] Middle name is gonna be spelled [PII] and last name is gonna be [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] OK, that last name that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK all right thank you one moment.
[AGENT][NEUTRAL] I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries, I'll go ahead and inform the patient.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise, bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.