AccountId: 011433970860
ContactId: e7972554-8529-475b-97ea-0700df44fb50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128869 ms
Total Talk Time (AGENT): 45319 ms
Total Talk Time (CUSTOMER): 55221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e7972554-8529-475b-97ea-0700df44fb50_20250217T19:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][NEUTRAL] I do apologize. Your phone is static and very bad.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jefferson Dental. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking, [PII]. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] So, I'm calling to verify the eligibility and benefits for the patient. So could you please help me with that?
[AGENT][NEUTRAL] Your phone is static and [PII].
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh,
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line?
[CUSTOMER][NEUTRAL] Uh, the policy number is 02013730.
[AGENT][NEGATIVE] So I'm gonna need you to repeat the policy number, [PII] cause your phone is static and is static and very bad. I can barely hear anything that you're saying.
[CUSTOMER][NEUTRAL] OK. I'll just, uh, so I'm audible now.
[AGENT][NEUTRAL] Could you repeat the policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah. Uh, the member ID is 02013730.
[AGENT][NEUTRAL] Could you verify this patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient name is [PII].
[CUSTOMER][NEUTRAL] And the patient date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], you're calling to verify benefits eligibility charge policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK. So could you please confirm me that uh [PII] is a subscriber for this policy?
[AGENT][NEUTRAL] I could barely hear you.
[CUSTOMER][NEUTRAL] Could you please confirm me that?
[AGENT][NEUTRAL] Would you like to hang up and give us a call back?
[AGENT][NEUTRAL] I'm not, I can't hear you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK.