AccountId: 011433970860
ContactId: fc2f47aa-651a-4f14-9624-6427d08ee5e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151440 ms
Total Talk Time (AGENT): 60614 ms
Total Talk Time (CUSTOMER): 67390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/fc2f47aa-651a-4f14-9624-6427d08ee5e3_20250507T13:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is Sherry, Doctor Henry Dorn's office. How are you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm fine thank you. I have a patient who has no clue what insurance she has she doesn't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know, uh, I'm just trying to figure out some eligibility.
[AGENT][POSITIVE] OK, uh, I can definitely try to help you.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Um, so may I have a good contact number in case we're disconnected and then did she, did they provide like an ID card or anything?
[CUSTOMER][NEUTRAL] No, I have a social, but uh my name is [PII] Doctor [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and then the social whenever you're ready.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Her name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just waiting for everything to pop up here. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] In American public life, is that
[AGENT][NEUTRAL] Oh you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII], you know, of course, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so she does have a dental policy here with us. Um, the policy has been active since [PII].
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] So this is dental only, not medical?
[AGENT][NEUTRAL] Right, just dental.
[CUSTOMER][NEUTRAL] Oh, OK, alright, cool, never mind then.
[CUSTOMER][NEUTRAL] And I'm a medical officer.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you. What was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK. My name is [PII].
[AGENT][NEUTRAL] And the first initial
[CUSTOMER][NEUTRAL] And do you supply uh oh thank you.
[AGENT][NEUTRAL] Uh, the first initial to my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, fantastic thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye