AccountId: 011433970860
ContactId: e2a3335b-019b-46e6-a0d8-7cc984a87f12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162240 ms
Total Talk Time (AGENT): 81810 ms
Total Talk Time (CUSTOMER): 50070 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/e2a3335b-019b-46e6-a0d8-7cc984a87f12_20250318T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I just need to verify eligibility and get a breakdown.
[AGENT][NEUTRAL] I, I can help you with that. How do you spell your name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] That's how I spelled it. How about that?
[AGENT][NEUTRAL] What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. By the way, I like your name, that's pretty.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I've not heard that. What's that policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, we don't have a policy number, but she, I have her social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can do that. What's that social?
[CUSTOMER][NEUTRAL] One second for me, let me pull it back up.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] And her social is [PII].
[AGENT][NEUTRAL] And what is the patient's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, didn't come up under social, so let me do name. [PII]?
[CUSTOMER][NEUTRAL] ER yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the last it's [PII] [PII]?
[CUSTOMER][POSITIVE] I like what
[CUSTOMER][NEUTRAL] ERS.
[AGENT][NEUTRAL] Got you. And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you spell it one more time?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] [PII] That's different too.
[AGENT][NEUTRAL] Let me check something. What state is she in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did she say it was AP was with APL her dental policy?
[CUSTOMER][POSITIVE] She said it was and better and it's the number that came up.
[AGENT][NEUTRAL] So we are not better.
[AGENT][NEUTRAL] I can't talk about this. Yeah, we're AM public. I, I, I don't know who A Better is.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] OK, definitely not a problem. I can try again.
[AGENT][POSITIVE] Well, it's been a pleasure. If you get any an a.
[AGENT][POSITIVE] An APL policy number or something or a card with an APL on it, give us a call back we'll be happy to assist you.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much Ms. [PII].
[AGENT][POSITIVE] Mater, thank you for calling APL. I hope you have a wonderful day and it was a pleasure to assist you. Take care.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.