AccountId: 011433970860
ContactId: 2719cbd2-adec-4d09-acab-ffd63d2cfc31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274799 ms
Total Talk Time (AGENT): 118733 ms
Total Talk Time (CUSTOMER): 132798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2719cbd2-adec-4d09-acab-ffd63d2cfc31_20250227T18:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? I am calling. I'm trying to make a dental appointment for cleaning. I am new to this, uh, American public life, and I called the.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][POSITIVE] I just said yes sir I'm listening to you.
[CUSTOMER][NEUTRAL] 00, OK, and so I called the dentist that was given to me in the network, you know, they sent me an email of all the dentists.
[CUSTOMER][NEUTRAL] And the dentist I'm trying to go to is uh a touch of class dentistry, but when I, when I called them they said they need a member ID and on my card I have a payer ID, a policy certification number, and a group number, but they were trying to get a member ID and they also said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That they couldn't find you guys, so I said.
[AGENT][POSITIVE] Oh, goodness. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02596621.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick, [PII], and we'll get it all worked out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then also can you give me your address, phone number and email address that's on the policy?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other two you said? 0 [PII].
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Yes, that too.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you [PII]. I appreciate you verifying your policy for me. Now the number that you gave me is that a good call back number if our call gets disconnected?
[CUSTOMER][NEUTRAL] Mhm, yeah, that's that's that's the only number actually.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, the policy number that you gave me 2596621, that is your member number with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 259. OK, so should I admit the 0 because on here has a 0.
[AGENT][NEUTRAL] You can use the 0 or admit it either way it'll still come through. It'll be all right.
[CUSTOMER][NEUTRAL] OK, so that is the member number, OK.
[AGENT][NEUTRAL] And then, um.
[AGENT][NEUTRAL] Yes, and if, uh, and they said they can't find us in.
[AGENT][NEUTRAL] can't find our company?
[CUSTOMER][NEUTRAL] Yeah she said she couldn't, you know, when I gave her that info, you know, I'm, I'm not sure, you know, whatever.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Whatever program or whatever she said it didn't you guys didn't come up.
[AGENT][NEUTRAL] OK, on the card there's a payer ID number. Do you see the payer ID number?
[CUSTOMER][NEUTRAL] So, uh.
[CUSTOMER][NEUTRAL] Mhm, yes, 60801.
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] Yes, that payer ID number is the number that they need to use to file their claims. They also can call us and the same number that you called, they can call us and they we can verify the benefits and even send them a fax with your benefits and the fee schedule if they need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'll let him know that.
[AGENT][POSITIVE] OK, alright, well, and if you have any trouble, just please have them call us and we can verify your policy and they can see that this is truly in fact a good dental insurance.
[CUSTOMER][POSITIVE] OK, sounds good sounds good thanks.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, [PII]. You take care and thank you for calling APL. You, you too, sir.
[CUSTOMER][POSITIVE] Alright you have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah thanks.
[AGENT][NEUTRAL] Bye-bye.