AccountId: 011433970860
ContactId: ef2e47d7-a402-4db5-bc9c-de3c42d78357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153690 ms
Total Talk Time (AGENT): 71811 ms
Total Talk Time (CUSTOMER): 72619 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ef2e47d7-a402-4db5-bc9c-de3c42d78357_20250225T20:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, hello. This is [PII] and I'm calling from High Point Kids Embraces. I would like to verify the benefits of the patient.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good member policy number.
[CUSTOMER][NEUTRAL] OK, um, that would be.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] Um, 93151 says policy slash cert number. I'm not sure if that's the.
[AGENT][NEUTRAL] Yeah, that's it. Yes, sir. It is. OK, and thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Number that you require, OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. That would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh [PII], thank you so much for that information. Now, what is your patient's name and date of birth today, please?
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now, are you calling for medical benefits or dental benefits?
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Dental benefits.
[AGENT][NEUTRAL] OK, because this policy here uh at APL is their medical supplemental plan. They do not have their dental here at APL at all.
[CUSTOMER][NEUTRAL] Oh, OK, right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Yes, sir. And is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, um, yes, sorry, you said, you said your name was? I get it the first one.
[AGENT][NEUTRAL] Yes, my name is [PII]. That's spelled [PII]
[CUSTOMER][NEUTRAL] OK. Well, thank you, [PII]. um, may I please have a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, we do not give reference numbers, but you can use my name in today's date if you need to do so, [PII], is that all that I can help you with?
[CUSTOMER][POSITIVE] Yes, yes, um, that, that's about it. Thank you very much.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Yes, sir, and thank you for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK you too take care.
[AGENT][POSITIVE] Thank you, Papa.