AccountId: 011433970860
ContactId: 3484a56b-987b-4b8b-9a43-3884076cc0d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225710 ms
Total Talk Time (AGENT): 62509 ms
Total Talk Time (CUSTOMER): 70318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3484a56b-987b-4b8b-9a43-3884076cc0d5_20250623T14:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility and get benefits for my patient.
[AGENT][POSITIVE] OK, I can help you with the eligibility and benefits. Do you have a good callback number and can I get your name?
[CUSTOMER][POSITIVE] I can help you with
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I, I think I have his social. Can you look it up under that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, 607-485-694.
[AGENT][NEUTRAL] And patient first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I'm not pulling up that name under that social or any information with that. Um, let me look it up by that. How do you spell that last name?
[CUSTOMER][NEUTRAL] Uh, [PII] He said that he wasn't gonna be active until today, so I don't know if that makes a difference for you.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] [PII] is his first name.
[AGENT][NEUTRAL] OK. Uh, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't have him in the system yet. Um, if he's supposed to be active today, sometimes it can take up to 48 hours depending on how fast their employer gets us the information.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't, I don't show him in the system there's nothing that I could quote without having him in our system yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a group number by chance?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see if you if they wrote down one let me see.
[CUSTOMER][NEUTRAL] Cause he has an appointment today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't have a group number.
[AGENT][NEUTRAL] OK, or the employer name?
[CUSTOMER][NEUTRAL] And I don't even have.
[CUSTOMER][NEUTRAL] No, we haven't even seen him yet, so, um.
[CUSTOMER][NEUTRAL] He just, he just said provider ask patient uh says Carrington Insurance American.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Public life.
[AGENT][NEUTRAL] Yeah, we, it's for dental.
[CUSTOMER][NEUTRAL] Uh, apparently.
[AGENT][NEUTRAL] OK, yeah, we do dental plans, um, with, with Carrington as the network, so it's entirely possible he'll be in our system, but he's, I don't have him in here yet, yet, so.
[CUSTOMER][NEUTRAL] OK. All right. Well, there's nothing I can do then, right?
[CUSTOMER][POSITIVE] OK, very good, thank you so much for looking.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.