AccountId: 011433970860
ContactId: fdbeb75f-745c-4564-9d40-c365911b97db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160520 ms
Total Talk Time (AGENT): 38657 ms
Total Talk Time (CUSTOMER): 77881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/fdbeb75f-745c-4564-9d40-c365911b97db_20250401T14:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from a dental office. I have a new patient that just came in with a a card and.
[CUSTOMER][NEUTRAL] Um, I need to find out about his dental benefits.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Employee ID is that what we need or?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's a group number and a policy ID on this card.
[AGENT][NEUTRAL] What's the policy ID?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 9476.
[AGENT][NEGATIVE] That doesn't sound right. Do you have a social?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's not in our system, um, what's her name?
[CUSTOMER][NEUTRAL] His name is, it's [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK, there's no one in our system by that name or that social.
[CUSTOMER][NEUTRAL] What about employee ID?
[AGENT][NEUTRAL] OK, we can't search by their employee ID.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] If they're not in our system, if they're not in our system by social, then that means they're dependent. So is there someone else who's the primary?
[AGENT][NEUTRAL] But if he's the primary, we would have to have his social.
[CUSTOMER][NEUTRAL] Hold on one
[CUSTOMER][NEUTRAL] OK, maybe he we have a language issue. Let me check, make sure I wrote it down right. [PII], give me a minute.
[CUSTOMER][NEUTRAL] Is that your social [PII]? They can't find you in the system at all.
[CUSTOMER][NEUTRAL] He's checking.
[CUSTOMER][NEUTRAL] Yeah, OK, he's got a social security card here. Let me look at it.
[CUSTOMER][NEUTRAL] [PII] yep that's it.
[AGENT][NEUTRAL] Yeah, he's not in our system.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.