AccountId: 011433970860
ContactId: fc27e336-28c3-415e-a29d-692bfbccd5ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149039 ms
Total Talk Time (AGENT): 63601 ms
Total Talk Time (CUSTOMER): 67616 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/fc27e336-28c3-415e-a29d-692bfbccd5ba_20250415T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm great. I'm just calling to verify benefits and see if I can get a breakdown or a fax back.
[AGENT][NEUTRAL] Of course, this was for dental.
[CUSTOMER][POSITIVE] Yes it is thank you.
[AGENT][POSITIVE] OK, I can absolutely send you a fax back. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Absolutely phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do, um, ID number is 15919 C like Charlie.
[CUSTOMER][NEUTRAL] 18653
[AGENT][NEUTRAL] OK, so that is not one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK, I wonder.
[CUSTOMER][NEUTRAL] I don't, but let me reach out to the patient. Um, my support team already said that they couldn't find this, so I just wanted to check one last thing. I'm gonna go ahead and call the patient right now.
[AGENT][NEUTRAL] Oh I see um well uh the only other thing I can check is, uh, if you wouldn't mind spelling out their first and last name I can search that way as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You want the subscriber or the number?
[AGENT][NEUTRAL] Oh, the subscriber, please, that would be better.
[CUSTOMER][NEUTRAL] OK, first name is [PII] like zebra.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you know if uh Chaz is short for something?
[CUSTOMER][NEUTRAL] Um, I don't, but let me see what I can find here.
[AGENT][NEUTRAL] That's OK. Um, what state, uh, does Chaz live in?
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] OK, never mind, um, the only results I got was a Chas Chasy Curtis, um, but that's different states, so I do not see this number in our system. Sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no, not a problem I appreciate you checking that thank you so much.
[AGENT][POSITIVE] Of course, yeah, thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.