AccountId: 011433970860
ContactId: e387cec4-9615-4a96-ab43-c14f0197bea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195839 ms
Total Talk Time (AGENT): 92409 ms
Total Talk Time (CUSTOMER): 47787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e387cec4-9615-4a96-ab43-c14f0197bea2_20250217T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I just wanted to verify a patient's dental benefits.
[AGENT][NEUTRAL] OK, [PII], you said this is for dental that you're needing to verify benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes ma'am [PII], I can help you with that. Now our dental policies, [PII], we have fax backs of the member's benefits that I can send to you and anything that is not on that fax that would not be covered under their policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, so first off what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm so sorry, [PII]. I heard the area code [PII] and then it was [PII]. What was the next number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your voice had cut out so it's [PII] and then you said option two?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] Um, so he gave me 60801.
[AGENT][NEUTRAL] OK, that's our electronic payer ID number.
[CUSTOMER][NEUTRAL] Oh OK cool well let me call the patient back real quick.
[AGENT][NEUTRAL] OK, do you have his social or any other information besides that?
[CUSTOMER][NEUTRAL] Um, just name and date of birth.
[AGENT][NEUTRAL] I can't search by date of birth [PII]. I can try and search by the name, but if it's a really common name, that may be difficult. What is the last name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] [PII], OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me check to see if I can locate by the name one moment.
[AGENT][NEUTRAL] He's still searching Maggie, so just a moment.
[CUSTOMER][POSITIVE] Oh yes ma'am thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I don't know if maybe it could be listed under something else, but I do not have, it's not pulling up a [PII] in our system.
[CUSTOMER][NEUTRAL] OK thank you let me call the patient then.
[AGENT][POSITIVE] OK, I'm sorry about that. Is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, ma'am, that's everything thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APO Maggie. I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.