AccountId: 011433970860
ContactId: d75c2914-e552-49ae-92bd-64cad3ae4544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324200 ms
Total Talk Time (AGENT): 108262 ms
Total Talk Time (CUSTOMER): 113064 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/d75c2914-e552-49ae-92bd-64cad3ae4544_20250321T20:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Sure who actually.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the dental office to check on the eligibility and benefits of a patient on a recorded call. Could you please help me with that?
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and benefits, Miss [PII]. And may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. That would be [PII]. It's um
[CUSTOMER][NEUTRAL] Direct line?
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, from my location?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, give me a moment. Yes, I would have to look that up. Thank you. Just give me a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That would be uh Dahlia Dental Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] All right. That would be 0014342907.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it seems to be too many numbers to be one of our policy numbers. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Uh, I do not have the copy of the card with me.
[CUSTOMER][NEUTRAL] Um, may I know what information you're looking for?
[AGENT][NEUTRAL] Um, it's gonna be a policy number starting with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Oh, no, that's all I have actually for the member ID.
[AGENT][NEUTRAL] OK. Um, do you have the member's social?
[CUSTOMER][NEUTRAL] Would you be able to check with the name and
[CUSTOMER][NEUTRAL] Uh, OK, the social here would be.
[CUSTOMER][NEUTRAL] It's the same, that is the socials.
[AGENT][NEUTRAL] Oh, so that is the social. OK, let me try that as the social then. [PII]. OK, repeat that number one more time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, sure. That would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it just 10 in the beginning because it's too many numbers to be uh.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEGATIVE] Mhm. Yeah. The social is usually [PII]. This one you're giving me a number too much.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I do understand.
[CUSTOMER][NEUTRAL] To understand.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you have any other information that might help to find a member?
[CUSTOMER][NEUTRAL] Uh, the name and date of birth?
[AGENT][NEUTRAL] OK, let's try that. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Let's see if I can find.
[AGENT][NEUTRAL] Uh, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] All right, that would be [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have an address for this?
[CUSTOMER][NEUTRAL] Uh, that would be [PII].
[AGENT][NEUTRAL] OK, Miss [PII], it doesn't look like um she is one of our members. I, I was not able to find her in our system.
[CUSTOMER][POSITIVE] All right. OK. No problem. All right, thank you very much for your help though, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, sorry, may I please have your name again? I do apologize.
[AGENT][NEUTRAL] Sure, no problem. My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] All right. Thank you very much uh for your help. Have a wonderful day and bye for now, so.
[AGENT][POSITIVE] You're welcome. You as well. Have a good day. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you. Bye now.
[AGENT][NEUTRAL] Yeah, that