AccountId: 011433970860
ContactId: dd3fadd1-17a7-4780-baf3-dee4c295f5d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207490 ms
Total Talk Time (AGENT): 88952 ms
Total Talk Time (CUSTOMER): 69768 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/dd3fadd1-17a7-4780-baf3-dee4c295f5d4_20250407T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify benefits for a patient and also find out what your dental fee schedule is.
[AGENT][NEUTRAL] OK, I can help you with the benefits and fee schedule. Um, can I please get your name and your callback number just in.
[CUSTOMER][NEUTRAL] Yeah my name's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep, [PII] and my callback number is [PII].
[AGENT][NEUTRAL] And with
[AGENT][NEUTRAL] Thank you, ma'am. And what's the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Um, great expressions.
[AGENT][NEUTRAL] OK. And can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yep, [PII], [PII] and the policy number is 847-791-518.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And you said that policy number is 847-791518?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEGATIVE] OK, that policy is not pulling up for me.
[CUSTOMER][NEUTRAL] OK, are you able to look with name and date of birth by any chance? that's the only number that she had to give me.
[AGENT][NEUTRAL] Oh, OK, um, we can do name if you can spell the first name for me so I make sure I put it in correctly and the last name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, [PII]
[CUSTOMER][NEUTRAL] And the last name was [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can find her by her name.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see. I've got an [PII].
[AGENT][NEUTRAL] Um, let me see if she has the same.
[AGENT][NEUTRAL] Date of birth.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, she doesn't.
[AGENT][NEUTRAL] Um, I'm not showing her in our system. Do you have her social security number and that'll pull her in also. I'm not able to find her by the name. OK, I'm so sorry.
[CUSTOMER][NEGATIVE] No, I don't unfortunately.
[CUSTOMER][POSITIVE] OK, I will give her a call and I'll see what I can figure out thank you.
[AGENT][NEUTRAL] You're welcome and you can let her know um if she's looking for her policy number, they usually start with a 01 or a 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I do have another number. I have a number that's showing up on my like champs website. Do you wanna try that and see if it pulls up maybe?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that one, are you ready for it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let's try that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that didn't pull up either.
[CUSTOMER][POSITIVE] No? OK, all right, sounds good I'll give her a call thank you.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you bye bye.