AccountId: 011433970860
ContactId: e92f07d1-c1d8-47f1-b971-67f07f4865c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304670 ms
Total Talk Time (AGENT): 97930 ms
Total Talk Time (CUSTOMER): 149944 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/e92f07d1-c1d8-47f1-b971-67f07f4865c4_20250410T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to get a breakdown of the patient's dental benefits.
[AGENT][NEUTRAL] OK, you're needing a fax pack of benefits sent for a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, and I also need to know um what network you know if we're a network or not.
[AGENT][NEUTRAL] Uh, yes ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can partially help you with that. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, and just one moment please, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] My favorite, it's weird, but like.
[CUSTOMER][NEUTRAL] I have 2 boys and
[AGENT][NEUTRAL] I'm having to reopen one of my screens, [PII]. I'm so sorry, so bear with me just a moment, please. Thank you.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] The city's little
[CUSTOMER][NEUTRAL] that cookout.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] It's, you know, so you teach her, yeah, we all, uh, when my husband was alive.
[CUSTOMER][NEUTRAL] I could have 200 people in my yard.
[CUSTOMER][NEUTRAL] We had to pay him, so he was, uh, doing hugs or jammala or this and that and he always had a lot of people over, you know, and when he got sick.
[CUSTOMER][NEUTRAL] Families would still come from out of town and friends and we always had a house full. once he passed away, it's like it kind of yeah.
[AGENT][POSITIVE] [PII], thank you for your patience, and again, I do apologize.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, when we were younger, when we left like, uh.
[CUSTOMER][NEUTRAL] Work or whatever.
[CUSTOMER][NEUTRAL] And not [PII]'s grandma's house, but the.
[CUSTOMER][NEUTRAL] And we
[AGENT][NEUTRAL] OK, and [PII], let's see if we can do this now. OK, so what is your patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] she has.
[CUSTOMER][NEUTRAL] Um, I have her social.
[AGENT][NEUTRAL] OK, is she the subscriber on the plan?
[CUSTOMER][NEUTRAL] She is.
[AGENT][NEUTRAL] OK, and what is that number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] But, um, my kids.
[AGENT][NEUTRAL] OK, so I would just want to go back and repeat that number to make sure I heard you correctly, [PII], [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't have anyone in our system with that number.
[CUSTOMER][NEUTRAL] Can we do a name and date of birth search?
[AGENT][NEUTRAL] I can't search by date of birth, but I can try and search by the name. What is the last name?
[CUSTOMER][NEUTRAL] OK. [PII], that's [PII].
[AGENT][NEUTRAL] And first name?
[AGENT][POSITIVE] Thank you. All right, one moment.
[CUSTOMER][NEUTRAL] Ms. [PII], we'll just let you know when we do locate, I tell you, they, they don't pay.
[CUSTOMER][NEUTRAL] I guess so, but I mean it's, yeah.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm still searching, [PII].
[AGENT][NEUTRAL] OK, so we do not have a [PII] in our system as having coverage with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I may have the wrong company. She didn't have a card, but thank you.
[AGENT][POSITIVE] Oh, OK. Well, you're very welcome. So is there anything else I could try and help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APO and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.