AccountId: 011433970860
ContactId: 02df63ec-2329-4848-9df5-6488269c0d3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 894900 ms
Total Talk Time (AGENT): 280296 ms
Total Talk Time (CUSTOMER): 388078 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/02df63ec-2329-4848-9df5-6488269c0d3d_20250609T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], this is [PII] with primary care. Doctor [PII]. I have a patient here insured of yours. Can you please tell me what this insurance is and how it works?
[AGENT][NEUTRAL] OK, [PII], may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy certificate number?
[CUSTOMER][NEUTRAL] Policy number is 02623223.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me put this line on hold real quick.
[CUSTOMER][NEUTRAL] That your.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] No problem. And let me just repeat that policy number to you, please. I have that as 02623223.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patients
[CUSTOMER][POSITIVE] And I have a group number if that helps you.
[AGENT][NEUTRAL] What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I may have.
[AGENT][NEUTRAL] Go the policy number incorrect. If I can, if you could please repeat that, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 02623223.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let me make sure I've got the right number as well.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 02623223 that is his policy number.
[AGENT][NEUTRAL] OK, um, I have the policy number pulled up and I did not show that number under that policy number. What is that group number, please?
[CUSTOMER][NEUTRAL] 70101.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It does say plan group voluntary dental at the bottom, but she the patient says they got dental and.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][POSITIVE] OK. Thank you for that information.
[AGENT][NEUTRAL] That was actually a.
[CUSTOMER][NEUTRAL] And it does say effective [PII] so I don't know if it takes a little bit for it to show in the system.
[AGENT][NEUTRAL] OK, now that was a dental policy number, but if you would, um, the name is what does not match, if you could just repeat that name for me one more time please.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], is he under [PII]?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK, let me see what his driver's license says.
[CUSTOMER][NEUTRAL] Because his given name here is [PII].
[CUSTOMER][NEUTRAL] His driver's license is [PII], so hold on just a second.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Er, el seguro querejo [PII].
[CUSTOMER][NEUTRAL] Oh, so Mr. [PII] is the main insured and he's a dependent in this plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Um, and the dependent's name is [PII]. OK, and what's his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I did not show [PII] under this plan. Um, Mr. [PII] is the policy holder. Um, give me one moment just to check to see what plan this is one more moment, plan type.
[CUSTOMER][NEUTRAL] Do you speak Spanish by chance?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] No, I do not. I'm so sorry. No, I do not. I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This second last week on a plan.
[CUSTOMER][NEUTRAL] Let's see, I tell you what I have.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm meteriosillove pero no vegan andendiente.
[CUSTOMER][NEUTRAL] Is there any other dependent the the wife is asking?
[AGENT][NEUTRAL] And, and what's the wife's name?
[CUSTOMER][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or no less.
[AGENT][NEUTRAL] She is on the policy, um.
[CUSTOMER][NEUTRAL] This test plan Sierra [PII] Pero [PII].
[AGENT][NEUTRAL] I just that she.
[CUSTOMER][NEUTRAL] She says that her husband.
[CUSTOMER][NEUTRAL] Put both her and her son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that date of birth is [PII].
[AGENT][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] And the last name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and his driver's license reads just in case you have a different version, [PII].
[CUSTOMER][NEUTRAL] [PII] can.
[AGENT][NEUTRAL] OK. May I place you on hold, please, [PII]?
[CUSTOMER][POSITIVE] Of course, absolutely.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You take me up on it. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. Hi, this is [PII]. Um, can you look at a policy with me, please?
[CUSTOMER][NEUTRAL] Sure, what's the policy number?
[AGENT][NEUTRAL] 262-3221.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'm looking for a dependent to be on the policy, um, name is [PII].
[AGENT][NEUTRAL] It shows a family plan, but I did not show [PII]'s name on this, on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, so I think this would actually be something that the care team would handle, um, it's not they're not wanting to escalate the call, are they?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, no, I just have a provider on the phone with the, um, trying to get benefits.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][POSITIVE] OK yes uh so you can get with uh the care team and um I believe they actually get some of these a lot so they should be able to assist you with that.
[AGENT][POSITIVE] Oh, OK, alright, thank you so much.
[CUSTOMER][POSITIVE] Uh, no problem.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. Hi, this is [PII] in the claims department. I have a question for you if you can pull up this policy number with me.
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Alrighty, what's the policy number?
[AGENT][NEUTRAL] 262-322-1.
[CUSTOMER][NEUTRAL] 262-322-1, is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yes, ma'am. All right. Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, I have a provider on the phone and she's calling in regards to benefits for a dependent who do not show on this plan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there a way you can check to see if there's a dependent that should be on the plan?
[CUSTOMER][NEUTRAL] That is actually a customer service question. They are the ones because this is through a big and they are the ones that would have that report. We don't do that. Yeah, there's no way I can um I can check that [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem. I just call customer. No problem, no problem.
[CUSTOMER][NEUTRAL] Yes ma'am. I'm so sorry. Yeah, I'm so sorry, but no, OK. Well, is there anything, yeah, because it they see it on a report they can add it for you right quick because they have to add those too.
[AGENT][NEGATIVE] No, what I was gonna say was I call customer support customer service support, and she told me to call customer care or yeah, so I'll call her back.
[CUSTOMER][NEUTRAL] Who did you talk to? No. Who did you talk to? They told you that.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] But I'll call, I'll call back, so let me, uh, thank you so much, [PII].
[CUSTOMER][POSITIVE] You're welcome girl. All right.
[AGENT][NEUTRAL] OK, all right, bye bye.
[CUSTOMER][NEUTRAL] Bye bye. All right, bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ITL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I hope so. Hey, this is [PII] and claims. I'm trying to verify a dependent on a policy, please.
[CUSTOMER][NEUTRAL] OK, that would go to care team baby. um, are y'all sending it to the right queue? We're in that, um, queue, the, the customer service support where we get escalation calls only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I did not have that available. I just have customer service support.
[CUSTOMER][NEUTRAL] But let me, but let me give.
[CUSTOMER][NEUTRAL] You don't?
[AGENT][NEUTRAL] No, I just, I only have customer service support.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, wait just a minute, it's there it's still under APO care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I might have to report that. What's the policy number?
[AGENT][NEUTRAL] Are you able to see what I'm talking about though before you.
[CUSTOMER][NEGATIVE] No, I can't see what you have access to.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, the policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, because we've got some calls and I'm just wondering if it's disappeared.
[AGENT][NEUTRAL] Oh, so you've got some calls of, of this nature. I just want to make sure. I'm not the only one that's calling.
[CUSTOMER][NEUTRAL] Or something.
[CUSTOMER][NEUTRAL] From claims, yeah, yeah, yes, yes ma'am. Oh, you're welcome, no problem, go ahead, give me the policy number.
[AGENT][POSITIVE] Oh, OK. Thank you. Thank you so much for that. OK.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] It is 262-322-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And who is the uh
[CUSTOMER][NEUTRAL] Who are you?
[AGENT][NEUTRAL] I'm looking for a dependent [PII].
[AGENT][NEUTRAL] I just need to know if he's, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, yeah, OK, oh, this is a um.
[CUSTOMER][NEUTRAL] A big plan and I can't. OK, give me one second, OK? And let me, let me, we're gonna have to log into big and see if he, if [PII] is dependent on the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have the customer on the line?
[AGENT][NEUTRAL] I have a provider on the line calling for benefits.
[CUSTOMER][NEUTRAL] Oh, a provider, OK, I'm sorry. OK, OK, OK, uh.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, um, what I can do is I can just tell this, uh, provider that I can give her a call back after, um, after I find out. So if you could.
[CUSTOMER][NEUTRAL] OK, yes, please, and that way it will let me log into big for some reason and it has not been fixed yet even though I requested it to be fixed and I, and I do know somebody that can log into Big for me. So, um, let me I you when I get the information so it's [PII], a child that you need.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Yes, and do you need, yes, do you need a date of birth for him?
[CUSTOMER][NEUTRAL] Right? OK.
[CUSTOMER][NEUTRAL] Yes, what's the date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Alright, OK, as soon as I get somebody to log in, I'll, um, get back with you on the IM, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK right thank you so much, [PII] appreciate it no problem.
[CUSTOMER][POSITIVE] I'm sorry. OK. Thank you. All right, [PII]. Bye, bye.
[AGENT][POSITIVE] OK, you're welcome alright bye bye.
[AGENT][POSITIVE] OK, Ms. [PII], I am so sorry.
[CUSTOMER][POSITIVE] OK, sounds great. Is there any way I can give you a call back?
[AGENT][NEUTRAL] Is there any way I can give you a call back? I'm still doing some research on seeing if [PII] is a part of this policy. I'm so sorry.
[CUSTOMER][POSITIVE] Yes, but he is here and we'll probably have to wait until you call me back so if you can kindly do that sooner rather than later, that would be great.
[AGENT][NEUTRAL] As soon as I get that notification, I will give you a call back and just to verify that callback number, um, [PII], I have that as [PII] and that will that come right to you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It comes straight to me.
[AGENT][POSITIVE] OK, Ms. [PII], OK, I will give you a call back and I do apologize for that lengthy hold.
[CUSTOMER][POSITIVE] Not at all, you're OK, ma'am no problem thank you bye bye.
[AGENT][POSITIVE] OK, alright, thank you so much. I'll call you right back. Thank you, bye.