AccountId: 011433970860
ContactId: f769b891-edb4-4bf2-b1e4-468ff3a78d0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252880 ms
Total Talk Time (AGENT): 61674 ms
Total Talk Time (CUSTOMER): 88792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f769b891-edb4-4bf2-b1e4-468ff3a78d0e_20250513T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling on behalf of the dental office to check eligibility and benefits. Could you help with that, please?
[AGENT][NEUTRAL] Sure, I can help you with eligibility and benefits. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] So, it's [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can I get a policy number?
[CUSTOMER][NEUTRAL] Sure. Now, the ID I've got here is
[CUSTOMER][NEUTRAL] 02451896.
[AGENT][NEUTRAL] Alright, one moment while I look that up for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can I get the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], date of birth, [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You will want to call [PII] because that date of birth is not what we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. No? OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And also just to confirm, the sorry, the subscriber I've got is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir, that is for [PII].
[CUSTOMER][NEUTRAL] OK. I just wanna check, [PII] is this non active?
[AGENT][NEUTRAL] Is the policy active?
[CUSTOMER][NEUTRAL] Mhm, yes, please.
[AGENT][NEUTRAL] It looks like the policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright, so the date of birth does not match. all right, just let me check if I have an ID card or, OK, just bear with me sorry for this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so [PII], what I've got here, OK.
[CUSTOMER][NEUTRAL] All right. So what I'll do is I'll get back to you once I get the right information or call the patient. And [PII], if you have a reference number please for this.
[AGENT][NEUTRAL] We do not have a reference number, but you can use my name and my last initial which is [PII] and today's date.
[CUSTOMER][POSITIVE] Is it. All right. All right, that will do. And thank you for your assistance. I hope you enjoy the remaining part of your day.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, nothing else, just this patient. Thank you.
[AGENT][POSITIVE] Right, right. Thank you so much and have a great day. Thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.