AccountId: 011433970860
ContactId: d24254f5-da1d-4af5-bbef-6fb339af178a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197279 ms
Total Talk Time (AGENT): 85810 ms
Total Talk Time (CUSTOMER): 86908 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d24254f5-da1d-4af5-bbef-6fb339af178a_20250313T15:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi good morning my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I am calling to check on benefits for patient please.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, like the member ID number, is that the number?
[AGENT][NEUTRAL] Policyer number it should start with probably 01 or 02.
[CUSTOMER][NEUTRAL] Uh, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have a number that starts with that um hold on one second.
[CUSTOMER][NEUTRAL] Oh OK uh 01.
[CUSTOMER][NEUTRAL] 552-980
[AGENT][NEUTRAL] OK, thank you. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, patient is [PII] can't talk today. [PII].
[AGENT][NEUTRAL] I feel you.
[CUSTOMER][NEUTRAL] Well, what's going on? It's only [PII], um.
[AGENT][NEUTRAL] It's almost close to the weekend, that's it.
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date is [PII]. I can't talk, [PII] and he is active.
[CUSTOMER][NEGATIVE] Contagious.
[AGENT][NEUTRAL] And what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] For dental, um, can you tell me how much he's used for the year?
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Look at the weather. I don't know where you are, but we're, um, we're in the [PII] Area, [PII], and it's raining like crazy.
[AGENT][NEUTRAL] Oh, OK. Well, I'm in [PII] and it's cloudy, it looks like it's gonna rain, so probably won't be able to see the eclipse, so that's fine.
[CUSTOMER][NEUTRAL] OK, yeah, it's been storming here.
[CUSTOMER][NEUTRAL] Oh, that is this tomorrow, right?
[AGENT][NEUTRAL] Yes, what's the [PII], yes. So if it's still cloudy, I won't be able to see it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh yeah, I don't think we'll be seeing anything.
[AGENT][NEUTRAL] Yeah, that's for sure. But um, Ms. [PII], I don't show he has used any benefits nor met his deductible for this year.
[CUSTOMER][NEUTRAL] OK, and then for his cleaning, is it twice a, uh, is it one every 6 months to the date?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK wonderful do you have a reference for this call?
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, well, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Stay safe.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh sorry, I thought you say stay, stay.
[AGENT][NEUTRAL] No, no, ma'am. I get that a lot though.
[CUSTOMER][NEUTRAL] Oh, OK, I, I need to go home.
[AGENT][NEUTRAL] No, I get it a lot, so it's not just you.
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][POSITIVE] All right, well, [PII], you have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII]. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK thanks uh huh bye bye.