AccountId: 011433970860
ContactId: 0413288e-d4da-4b92-a6b7-f7cb7c2e9aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372239 ms
Total Talk Time (AGENT): 150500 ms
Total Talk Time (CUSTOMER): 134337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0413288e-d4da-4b92-a6b7-f7cb7c2e9aab_20250210T21:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Elite Dental. I was calling to see if one of your members had in and out of um network benefits and what their deductible was.
[AGENT][NEUTRAL] OK, so you're needing benefit information on the dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you with that. And on our dental policies, we have facts backs of the member's benefits.
[AGENT][NEUTRAL] And I can send you that for the type of plan that this particular patient has. So first off, who am I?
[CUSTOMER][NEUTRAL] You can only fax it?
[AGENT][NEUTRAL] If you're needing just so I can provide you benefits if you're needing just what the calendar year max is, but we have a detailed breakdown.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of each of the types of policies.
[CUSTOMER][NEUTRAL] OK, because I just need those too, so I don't know if do you, she's saying she can fax it. Do you want it faxed or? OK, yeah, we can have it faxed.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, sorry, can you repeat that?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] Come on, [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] D 47,694,370
[AGENT][NEUTRAL] OK, now [PII], that is not the APL policy number on the, on the ID card. It would say dental and it would have a policy certificate number.
[CUSTOMER][NEUTRAL] Oh, see, this is medical.
[CUSTOMER][NEUTRAL] Does he have dental through y'all?
[AGENT][NEUTRAL] OK, we do offer dental.
[AGENT][NEUTRAL] But I can't look up the member's information with that number. Do you have a, do you have a copy of the card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he only gave, he, he gave us his medical instead of dental.
[AGENT][NEUTRAL] OK, I can try and look up. I can't search by the date of birth, [PII], do you happen to have his full social?
[CUSTOMER][NEUTRAL] Uh, no, we don't have a social, do we?
[CUSTOMER][NEUTRAL] We can get it, just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said she can't live through um date of birth.
[CUSTOMER][NEUTRAL] She can't look to.
[CUSTOMER][NEGATIVE] This is a freaking medical.
[CUSTOMER][NEUTRAL] Well most of the time.
[CUSTOMER][NEUTRAL] you could
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEGATIVE] [PII], the number you're giving me is for a completely different company that is not even uh uh a number for APL.
[CUSTOMER][NEUTRAL] OK, because this is surge.
[AGENT][NEUTRAL] That's who he works for.
[CUSTOMER][NEGATIVE] Oh, OK, yeah, he gave us a totally wrong card.
[AGENT][NEUTRAL] So on the
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on the ID card that he did give to y'all, is there another number besides that D number?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] That I could try and cross reference.
[CUSTOMER][NEUTRAL] It's a group number.
[CUSTOMER][NEUTRAL] 9476.
[AGENT][NEGATIVE] No, ma'am, that's, uh, that's not what I, I need.
[AGENT][NEUTRAL] What I can try by the last name, but if it's a very common name and you don't have very much information, I don't know that I can locate it that way. What's the last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, say [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] His
[AGENT][NEUTRAL] Just a moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so we do not have anyone in our system here at APL with that name.
[CUSTOMER][NEUTRAL] OK, do you still wanna try the social?
[AGENT][NEUTRAL] If you have that, I can try that.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the full social?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment, please. And again, that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and there is no one in our system here at APL with that social either so I've searched by name and full social and there is no member by that with that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome. So is there anything else that I could help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh-huh, you're welcome and thank you. Bye bye.