AccountId: 011433970860
ContactId: fb25d111-83fb-4258-b55a-3da423eee8ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218639 ms
Total Talk Time (AGENT): 51853 ms
Total Talk Time (CUSTOMER): 132979 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fb25d111-83fb-4258-b55a-3da423eee8ea_20250217T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of the dental office to check on the eligibility and benefits for the patient. Could you please help me with that?
[AGENT][NEUTRAL] May I have a callback number please?
[CUSTOMER][NEUTRAL] Yes, uh, for the callback number, it is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh for the policy number, it is.
[CUSTOMER][NEUTRAL] It is the social.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] For the patient's name, it is, it is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not finding that member in our system.
[CUSTOMER][NEUTRAL] Did we find any subscribers named [PII] with the date of birth on [PII]?
[AGENT][NEUTRAL] I'm not finding that member in our system, we only go by a policy number and you gave the social and with that social it's not coming up in our system.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm just a moment, uh, I'll see if I have.
[CUSTOMER][NEUTRAL] An ID for this patient.
[CUSTOMER][NEUTRAL] Can you check with this ID?
[CUSTOMER][NEUTRAL] It is [PII]. OK. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's too many numbers, but let me check it for you.
[AGENT][NEUTRAL] Yes, there's too many numbers for our policy number.
[CUSTOMER][NEUTRAL] OK, then I think I have to contact the patient for the current benefit details. And uh you cannot check with the patient's name and date of birth, that's right.
[AGENT][NEUTRAL] You can give me the first and last name again please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, uh, for the first name, it is [PII]. It is spelled as [PII].
[CUSTOMER][NEUTRAL] And for the last name, it is [PII].
[AGENT][NEUTRAL] And that is spelled [PII]
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, I'm not finding a member in our system with that name.
[CUSTOMER][NEUTRAL] OK, then I think I have to contact the patient. Just uh could you please spell the name and give the reference number for on.
[AGENT][NEUTRAL] Car reference would be my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Those are
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thanks for the information and assistance. That's all the information needed for today.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you. You have a great day. Bye for now.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye.