AccountId: 011433970860
ContactId: 2fbdf7f3-ccac-48e3-872a-2d7de2dd5860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261839 ms
Total Talk Time (AGENT): 86380 ms
Total Talk Time (CUSTOMER): 101613 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2fbdf7f3-ccac-48e3-872a-2d7de2dd5860_20250121T17:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], calling from office checking on the status.
[AGENT][NEUTRAL] OK, I can help you with the dial sizes and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Oh yeah. Give me one moment.
[CUSTOMER][NEUTRAL] The patient policy number is, uh.
[CUSTOMER][NEUTRAL] D as in Delta, 4714832.
[AGENT][NEUTRAL] OK, that wouldn't be the policy number if you have a copy of their insurance card. It will be listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] OK, that would
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Uh, give me one moment. Let me check. Go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which number you said, ma'am?
[AGENT][NEUTRAL] It will be listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] And I.
[AGENT][NEUTRAL] If you don't have that, do you have the patient's social security number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no, we don't have access for social security number.
[AGENT][NEUTRAL] OK. May I have the patient's spelling of the last name, please?
[CUSTOMER][NEUTRAL] May I have the
[CUSTOMER][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] And spelling of the first name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][POSITIVE] Thank you. And this patient's name is [PII].
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the date of birth, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I show she used to have a dental policy with us. I show it's no longer active and I don't show any claims that's been submitted under this dental coverage. I don't show any other coverage with us.
[CUSTOMER][NEUTRAL] You don't need to have a
[CUSTOMER][NEUTRAL] Uh, I have a claim number. Can you please check with that claim number?
[AGENT][NEUTRAL] What is the claim number?
[CUSTOMER][NEUTRAL] 202412-090036.
[AGENT][NEUTRAL] That would be our, our claim number.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] That is not our claim number. I'm not able to pull up anything with that number.
[CUSTOMER][NEUTRAL] That is not our
[CUSTOMER][NEUTRAL] So member has only uh dental plan, am I correct?
[AGENT][NEUTRAL] Um, they only had dental at one time, which is termed in [PII]. I don't show any other active coverage with us.
[CUSTOMER][NEGATIVE] I don't feel active coverage.
[CUSTOMER][NEUTRAL] When the dental plan is terminate, can you please repeat once again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And no other uh active coverage.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you, ma'am. Uh, can you please spell out your name for me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, first initial of your last name and call reference number, ma'am.
[AGENT][NEUTRAL] It'll be just my name and that's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] And that's [PII] last.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] [PII] last initial.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am, for assisting me and have a great day, stay safe.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL bye.