AccountId: 011433970860
ContactId: 0e407e10-d587-443b-ae01-fb470c8339fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307140 ms
Total Talk Time (AGENT): 99978 ms
Total Talk Time (CUSTOMER): 124462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0e407e10-d587-443b-ae01-fb470c8339fb_20250204T21:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling on a patient's dental benefits to see if I could get a fax of their breakdown of benefits.
[AGENT][POSITIVE] At least I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I only have he he didn't know he he gave me his social number that's all he knows.
[AGENT][NEUTRAL] Can I have that please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII], could you verify the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is [PII] the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me that social again cause I'm not pulling the number, the name up with the number.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Did you get did you get his, his license because I don't have his address for my friend.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not pulling the [PII] up with that policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right well we'll keep looking alright thank you.
[AGENT][NEUTRAL] Did he, he didn't send you a copy of his card or did he say who his policy was actually with?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, he says he works for Universal Trucking and then I.
[CUSTOMER][NEUTRAL] I, I called.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I called Universal Trucking and they gave me this is their their dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] I can't, nothing's finding him.
[AGENT][NEUTRAL] Where do you live? Like city and state? cause he didn't.
[CUSTOMER][NEUTRAL] Um, he lives in, in [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] Well, see, there's a broad name. This is a broad name, [PII]. So if I could get the city and state, the actual city and state, I probably can eliminate something.
[CUSTOMER][NEUTRAL] I need to know his state. I have to have it, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She's she's gonna get his city and state. I appreciate you booking. I'm just like, I don't know. I can't find it and he doesn't know.
[AGENT][NEUTRAL] What was his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] That's not him.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Layer broad multiple [PII] in here.
[CUSTOMER][NEUTRAL] Well, he lives, yeah, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And he said the policy was active.
[CUSTOMER][NEUTRAL] That's yeah
[CUSTOMER][NEUTRAL] Yeah, that's what he said.
[AGENT][NEUTRAL] When you spoke with Benefit in the car, did, were they able to look him up in the system?
[CUSTOMER][NEUTRAL] He doesn't, he doesn't have a card.
[AGENT][NEUTRAL] Now, when you contact the benefit in the car, were they able to pull them up in the system?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That she just told me their dental this is their dental, yeah, she didn't look them up.
[AGENT][NEUTRAL] They just pass you over.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Well, I'll keep looking. I appreciate your time though.
[AGENT][NEUTRAL] OK. And to contact to verify his social to make sure it's correct. You said what, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm not even, and it's a lot of [PII].
[CUSTOMER][NEUTRAL] I bet
[AGENT][NEGATIVE] Mm. Nope, I went all the way to [PII]. I'm not showing up for [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] I do apologize. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, you're totally good.
[CUSTOMER][NEUTRAL] No thank you I appreciate you looking.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][POSITIVE] That's helpful alright.
[CUSTOMER][POSITIVE] Yeah you too bye.