AccountId: 011433970860
ContactId: f7d6d9c3-92be-46af-aca6-b866732585a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127220 ms
Total Talk Time (AGENT): 41640 ms
Total Talk Time (CUSTOMER): 60609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/f7d6d9c3-92be-46af-aca6-b866732585a4_20250214T15:12_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling in regards to getting um have benefits and eligibility for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], uh, the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need um the member's policy number.
[CUSTOMER][NEUTRAL] 5123.
[CUSTOMER][NEUTRAL] It's gonna be 601-91694.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] Alright, so it's 51, there's gonna be 600191694.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social? I could try to look them up that way or I can look them up by name and date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, maybe name and date of birth?
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] You go that way and it's on your left.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII].
[AGENT][NEUTRAL] OK. And spell that last name one more time, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, no one's coming up in our system under that name.
[CUSTOMER][NEUTRAL] This is Delta Dental VA, right?
[AGENT][NEUTRAL] No, ma'am. This is American Public Life.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yeah, we do have dental policies, but yeah.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][POSITIVE] Yeah, no, thank you.
[AGENT][POSITIVE] OK. I thank you again for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] So