AccountId: 011433970860
ContactId: 239edf7a-57a9-4e22-97da-80d6396c874b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236270 ms
Total Talk Time (AGENT): 84259 ms
Total Talk Time (CUSTOMER): 104239 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/239edf7a-57a9-4e22-97da-80d6396c874b_20250116T16:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi Miss [PII], my name is [PII]. I'm just calling to verify dental benefits for mutual patients.
[AGENT][POSITIVE] OK, be glad to help you, [PII]. Go ahead and give me your policy number, please.
[CUSTOMER][NEUTRAL] Uh huh let's see, is it the.
[CUSTOMER][NEUTRAL] I think it's this 1 D4203.
[CUSTOMER][NEUTRAL] 2126.
[AGENT][NEUTRAL] No, ma'am, [PII], do you see anything? It's a seven-digit certificate number.
[CUSTOMER][NEUTRAL] Let me look.
[AGENT][POSITIVE] That's what I'm gonna need.
[CUSTOMER][NEUTRAL] And employee ID.
[CUSTOMER][NEUTRAL] EID payer ID.
[AGENT][NEUTRAL] Are you looking at a copy of that card?
[CUSTOMER][NEUTRAL] Yeah, I have their physical card here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, it's gonna say certificate number.
[CUSTOMER][NEUTRAL] I do not see a certificate number. I see an employee ID.
[CUSTOMER][NEUTRAL] And a group number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should see a certificate number. Do you happen to have the employee's social? I can pull it up by that, [PII].
[CUSTOMER][NEUTRAL] OK, 12345.
[CUSTOMER][NEUTRAL] Let me grab her hold on.
[CUSTOMER][NEUTRAL] Ms. [PII], can you come up here please?
[CUSTOMER][NEUTRAL] Um, they're wanting a certificate number which is what is which is not listed on your card. You're OK. Can I have your social?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you. Alright, ma'am, are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] Was she the insured?
[CUSTOMER][NEUTRAL] Um, yes, she is the employee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me key that in. Let's see. Now [PII], while I'm pulling this up.
[CUSTOMER][NEUTRAL] OK, is it in the HMO or PPO?
[AGENT][NEUTRAL] Go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][POSITIVE] Alrighty, alright, let me key that social in.
[AGENT][NEUTRAL] And what was that patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Cause that's so sure it's not on my system, so I'm gonna try to pull it up.
[AGENT][NEUTRAL] Name. Let's see, spell [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to make sure I got that right. [PII]
[AGENT][NEUTRAL] And it's [PII] for her first name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see. And you're looking for dental benefits?
[CUSTOMER][NEUTRAL] Do you have a medical insurance
[CUSTOMER][NEUTRAL] Yes ma'am, just if she has any, we're not sure.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEGATIVE] Mm, she's not on my system at all.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] No, ma'am, so sorry.
[CUSTOMER][POSITIVE] That's OK she wasn't quite sure, so we're OK thank you.
[AGENT][POSITIVE] Oh, OK. Well, yes, ma'am, and thanks for calling APMRA and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.