AccountId: 011433970860
ContactId: 25d1457c-83c7-416e-94f3-3cc75fd90c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334040 ms
Total Talk Time (AGENT): 164020 ms
Total Talk Time (CUSTOMER): 124465 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/25d1457c-83c7-416e-94f3-3cc75fd90c28_20250211T16:16_UTC.wav
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[CUSTOMER][NEUTRAL] You can verify some insurance.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from a dental office and I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII]. So you're only needing to verify your policy is active. You do not need a fax back of benefits.
[CUSTOMER][NEUTRAL] I would love uh facts of benefits if you could tell me.
[AGENT][POSITIVE] OK. Sure, I can help you with the fact that, yeah, I can help you with that as well. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] It is sorry I just scrolled out of that one bear with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have um.
[CUSTOMER][NEUTRAL] ID number is D476-91248.
[AGENT][NEUTRAL] OK. Now, that's not a dental number.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] That would be a medical policy, but that's not even a um that would be for a 90 degree benefit policy.
[CUSTOMER][NEUTRAL] Got you is and what would I need from him because that's all he provided? What would I could use a social if I was to get that?
[AGENT][NEUTRAL] Do you have his full, do you have his full social? I can try by name, but I can't search my date of birth if that's a common name. That's may pose a challenge.
[CUSTOMER][NEUTRAL] Mm, yeah, I.
[CUSTOMER][NEUTRAL] I hear you. I have, I have his name. If not, I can try to get his social, but um his [PII] is his first name, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then last name is [PII] is his first name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII] is his last name [PII]
[AGENT][NEUTRAL] OK, I can try and see if he, I can locate a member by that name. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It just takes a moment to search my name.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Yeah yeah
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Or like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's, OK, so I do not have anyone in our system here at [PII] [PII] by that name.
[AGENT][NEUTRAL] [PII]. Is that correct? Yes, ma'am. No, I don't have anyone.
[CUSTOMER][NEUTRAL] OK, if
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's what he gave me, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty and then if I was to get um a social security number, would that be at all helpful or no?
[AGENT][NEUTRAL] Uh, we could try it again. I mean, sometime we, we could try that, but uh it would be tied to a name.
[CUSTOMER][NEUTRAL] It's not we just need like a yeah OK and we just need like a dental ID number of some form.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Correct, cause that is not a dental, that doesn't indicate dental, and then with that, and some of those members who have those type of policies, they do have dental coverage with us also, but I would be able to really find it by his name unless his name is something different than.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just pulled up his ID too. It's I have, it's a little longer that he has on his ID. It's [PII]. Would that be at all helpful if we change the first name?
[AGENT][NEUTRAL] What's, OK, spell the first name again.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All one word.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I don't think that's going to change it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and then I have [PII], but then he also has, has Leva on there as well, so.
[AGENT][POSITIVE] But I'm certainly gonna try.
[AGENT][NEUTRAL] Like a double last name?
[CUSTOMER][NEUTRAL] Yeah, yeah, like so [PII], no hyphen, it just says [PII] on his ID and then it says [PII]
[AGENT][NEUTRAL] OK, I can certainly try it's OK. OK, so the search searching it under TO Clo? No, there is no one by that name. So let's try the [PII] and space [PII] [PII], correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEGATIVE] Mhm. Oh, we will exhaust all, we will exhaust rather all resources before we tap out.
[CUSTOMER][POSITIVE] I appreciate your help so much.
[AGENT][POSITIVE] Yeah. Absolutely. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And no, we do not have anyone with Guzman Leva, no, ma'am.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] OK, I appreciate your help, [PII] so much. I'll let them know and we'll get some more information.
[AGENT][POSITIVE] Well, you are certainly all right then. Well, if that's all I can help you with at the moment, [PII], thank you again for calling APL. Good luck on your mission and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.