AccountId: 011433970860
ContactId: 2c61befa-7577-4236-b842-dd8b97ae9f34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313980 ms
Total Talk Time (AGENT): 69699 ms
Total Talk Time (CUSTOMER): 70059 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2c61befa-7577-4236-b842-dd8b97ae9f34_20250611T20:47_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was just gonna see if you can help me find a provider for my card.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, is that the employee ID number?
[AGENT][NEUTRAL] Uh, it might say member ID or policy certificate number, maybe benefits number.
[CUSTOMER][NEUTRAL] What do, what is it now because I'll just see on the front it says medical claims submission, EDI player I payer ID.
[CUSTOMER][NEUTRAL] And I flip it over and I say member, employee ID, employer name, medical coverage.
[AGENT][NEUTRAL] OK, what does the member ID say?
[CUSTOMER][NEUTRAL] The member ID is D as in dog 42033266.
[AGENT][NEUTRAL] Alright. Let me look here.
[AGENT][NEUTRAL] Um, let me try and look it up by your social. Is that all right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Give me just one moment while I look for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Don't cheaper than me, they're not nice.
[AGENT][NEUTRAL] Let me look here real quick.
[CUSTOMER][NEUTRAL] That's a time.
[AGENT][POSITIVE] One moment, I'm so sorry.
[CUSTOMER][POSITIVE] You're good. Yeah.
[CUSTOMER][NEGATIVE] Oh rain Thursday or Friday, Saturday, Sunday, ain't 10 so I can't go to fucking [PII] late.
[AGENT][NEUTRAL] And can I get your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm not able to pull you up. What is your group number? Does it have your group number on there?
[CUSTOMER][NEUTRAL] Yes, it's 49,420.
[AGENT][NEUTRAL] OK. Give me one more moment.
[AGENT][NEUTRAL] You said 9420?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] I'm not showing that as one of our group numbers anymore um I did you get this through your employer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I would contact your employer and uh verify who you have coverage with because I'm not able to find you through your social or your first and last name and then that group number um we do not have that group number. I would, I would check with your.
[CUSTOMER][NEUTRAL] So who do I gotta call?
[AGENT][NEUTRAL] Yeah, you'll need to call your employer and see who your dental coverage is through because I wasn't able to find you.
[CUSTOMER][NEUTRAL] Over
[CUSTOMER][POSITIVE] Oh, so, OK. All right, thank you.
[AGENT][NEUTRAL] Thank you for calling APL have a