AccountId: 011433970860
ContactId: d35771a6-4847-41bf-bf63-8c9a97f55787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204279 ms
Total Talk Time (AGENT): 67559 ms
Total Talk Time (CUSTOMER): 82458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d35771a6-4847-41bf-bf63-8c9a97f55787_20250410T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Genter Dental for claim status on a recorded line. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. um you said your name was [PII]?
[CUSTOMER][POSITIVE] Please, you're right.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] So, that's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, member ID is 12254714.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] For [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] I apologize, one moment.
[CUSTOMER][NEUTRAL] OK sure.
[AGENT][NEUTRAL] I don't think I heard that um member ID number correctly [PII]. I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Uh, so that's 12254714.
[AGENT][NEUTRAL] OK, so, uh, that is going to be one too many digits to be one of our policy numbers. I did not get a result with that. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh no, I don't have social. Can we do a name and date of birth?
[AGENT][NEUTRAL] Uh, if you wouldn't mind spelling out the first and last name for me, please.
[CUSTOMER][NEUTRAL] So, first name spells [PII], and the last name S [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] And this is for.
[AGENT][NEUTRAL] Oh, I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Yeah, and then the date of birth, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, you need the date of birth?
[AGENT][NEUTRAL] Um, not just yet. Um, I can only search with the social policy number or their first and last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK, so patient not found and uh your name one more time, I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, uh, just one moment. Let me, give me, give me one moment. Let me check if I have any insurance ID card available.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, insurance ID.
[CUSTOMER][NEUTRAL] OK, I think I don't have.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] One more moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, no insurance I so patient not found and, uh, what's the, is there any call reference number for this one?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] And this date. OK, thank you so much and have a great day.
[AGENT][POSITIVE] Of course, thanks for trying to help you out you too bye bye.
[CUSTOMER][NEUTRAL] Mm.