AccountId: 011433970860
ContactId: 087b6011-bf41-4126-ae0f-cf0cf186af80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147449 ms
Total Talk Time (AGENT): 58962 ms
Total Talk Time (CUSTOMER): 70830 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/087b6011-bf41-4126-ae0f-cf0cf186af80_20250326T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Southern Shores Dental. Um, I just spoke to someone and they sent over what I needed. I just forgot to get the group number.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get the uh policy number you're calling on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's 02550413.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the patient is under the husband, um, but the patient is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm not getting, I'm not showing [PII]. Maybe that's the middle name.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] um maybe [PII] [PII].
[AGENT][NEUTRAL] OK, yeah, I do show OK.
[AGENT][NEUTRAL] Thank you for that and you said you're calling for the group number?
[CUSTOMER][NEUTRAL] Well, one of two things. This isn't like a Medicaid, is it?
[AGENT][NEUTRAL] No, it is.
[CUSTOMER][NEUTRAL] I've never heard of this one before so just making sure, um, but yes, the group number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Group number is 7.
[CUSTOMER][NEUTRAL] Um, and then if you have
[AGENT][NEUTRAL] Oh, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, the group number is 70056.
[CUSTOMER][NEUTRAL] No, you can go.
[CUSTOMER][NEGATIVE] OK and then as far as like a group name would it be like an individual policy? Because it's not giving me nothing.
[AGENT][NEUTRAL] No, this is a group policy.
[AGENT][NEUTRAL] Um, it is a, um,
[AGENT][NEUTRAL] So the group name is Man analysis and utilization.
[CUSTOMER][NEUTRAL] Whoa, OK.
[CUSTOMER][NEUTRAL] Let's see, say that one more time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Management, analysis, and utilization.
[AGENT][NEUTRAL] And then it's Inc, INC.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That works OK and then just to be sure, the payer ID is 60801.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that is all I need.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.