AccountId: 011433970860
ContactId: 37e49402-635d-4565-b826-6f7e95f6cceb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248679 ms
Total Talk Time (AGENT): 96359 ms
Total Talk Time (CUSTOMER): 121484 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/37e49402-635d-4565-b826-6f7e95f6cceb_20250116T23:06_UTC.wav
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[CUSTOMER][NEUTRAL] Phone number it does.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? My name is [PII], and I was calling to um get my ID number. The number is um [PII].
[CUSTOMER][NEUTRAL] Are you able to help me with that?
[AGENT][NEUTRAL] Um, are you calling to verify benefits or?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, your name is [PII] and could I please get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] and again, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah we just need to find.
[CUSTOMER][NEUTRAL] Um, sure, the policy number is
[CUSTOMER][NEUTRAL] 01638304
[CUSTOMER][NEUTRAL] Not a
[CUSTOMER][NEUTRAL] Yes, yes, I'll.
[AGENT][NEUTRAL] And please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] Um, sure. My name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and please verify your mailing address.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And what information do you need to verify? What benefit do you need to verify?
[CUSTOMER][NEUTRAL] It's a dental. I just wanted to verify my ID number because I don't have my physical card and can one be mailed out to me?
[AGENT][NEUTRAL] Um, yes, I can send a request for your ID card to be mailed out to you and the number that you gave me, the 01638304, that's the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's for me, OK, because I just had a copy of my husband's card, so that was, that was mine too.
[AGENT][NEUTRAL] Yeah, you guys have the same policy number. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and so, um, thank you. Can I ask you another question? Are you able to tell me if like, um, our office is in network?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, actually, we work with our providers. There's no network.
[CUSTOMER][NEUTRAL] And so what does that mean when you say, what do you, what does that mean when you when you say you work with all providers?
[AGENT][NEUTRAL] Under this policy.
[AGENT][NEUTRAL] Meaning there's no network, we work with our providers. Um, some companies have participating providers and non-participating providers, but under this particular policy, we work with our providers.
[CUSTOMER][POSITIVE] So I can go wherever I want to.
[AGENT][NEUTRAL] Yes ma'am, as long as they take our coverage, it's up to them if they take our coverage or not, but yeah, we work with our providers.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else that I
[CUSTOMER][NEUTRAL] And so can I ask you one more, can I ask you one more question? If I went to the dentist and um paid out of pocket, do you guys reimburse if they take it?
[AGENT][NEUTRAL] Um, no, ma'am. You would have to give them our information up front and um they'll call to verify the benefit and we'll pay them directly if the service is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, my lady.
[AGENT][POSITIVE] Yeah, thank you for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] And so you're gonna send me out a new car, right?
[AGENT][NEUTRAL] Yes, ma'am. I'm gonna send a request right now to have a card and please verify your mailing address one more time.
[CUSTOMER][NEUTRAL] Um, so, uh, [PII], and that's [PII].
[AGENT][POSITIVE] Um, yes, ma'am. A card will be mailed. Yes, ma'am. You should receive it within 5 to 7 business days.
[CUSTOMER][POSITIVE] OK, you have a great day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] That is fine.
[CUSTOMER][NEUTRAL] I