AccountId: 011433970860
ContactId: 1540b938-46ad-4b26-a1cb-d75416e32ddf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195529 ms
Total Talk Time (AGENT): 100308 ms
Total Talk Time (CUSTOMER): 63774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1540b938-46ad-4b26-a1cb-d75416e32ddf_20241230T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Look at that, Ms. [PII]. We are just talking all day today. My name is [PII] from Benefits and a card.
[AGENT][NEUTRAL] Oh, hey, we certainly are in both directions.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I just have a question. I have a member here that is showing active in our system, but when the dental office spoke with you guys, um, they were told that she wasn't active.
[AGENT][NEUTRAL] Mm. OK.
[AGENT][NEUTRAL] What is the um say a provider's office called for eligibility and we showed that the member is not active?
[CUSTOMER][NEUTRAL] Yes, and I'm showing that this is her 2nd week active.
[AGENT][NEUTRAL] OK, what is the full social for the subscriber? I can take a look.
[CUSTOMER][NEUTRAL] OK, it is [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see what I can locate.
[AGENT][NEUTRAL] Mm, OK, [PII], and I'll need to verify a couple of things with you to make sure that we have the correct person. Um, what is the patient or the member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's not the date of birth that we have on file from our last policy.
[AGENT][NEUTRAL] But you verified her social. um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But no, the pol the only policy we currently have for her.
[AGENT][NEUTRAL] That's been issued as of now?
[AGENT][NEUTRAL] has termed, but again, the date of birth is not.
[AGENT][NEUTRAL] It's not [PII].
[CUSTOMER][NEUTRAL] The same as the social
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So, um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I can connect you over to customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Where the files are processed.
[AGENT][NEUTRAL] But I mean,
[CUSTOMER][NEUTRAL] Um, I'll just reach out to our, yeah, I'll just reach out, reach out to our main office and see what they want us to do, um, or what they can do about it, um, that way we can have, I can have, uh, the record to do what we did.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and to get the, um, and to verify the date of birth cause you were saying it was [PII]. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah, I see, yeah, we don't have that. That wasn't on our last enrollment file from you all.
[AGENT][NEUTRAL] When we had a policy for her.
[CUSTOMER][NEUTRAL] OK, well I'll go ahead and reach
[CUSTOMER][POSITIVE] Yep, I'll go ahead and reach out to our office and have them see what they can do and get this straightened out. Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] OK, well, you are welcome and I didn't ask you for your phone number because I know your number and how to reach you if we had gotten disconnected.
[AGENT][POSITIVE] OK, [PII]. Well, thank you again. Yes, you too. Good talking to you again and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Um bye-bye.
[CUSTOMER][NEUTRAL] here.
[CUSTOMER][NEUTRAL] Yeah.