AccountId: 011433970860
ContactId: 4b19a5de-ea5e-4f90-a081-1bbde8913274
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392500 ms
Total Talk Time (AGENT): 131389 ms
Total Talk Time (CUSTOMER): 106982 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4b19a5de-ea5e-4f90-a081-1bbde8913274_20250505T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. This is [PII] calling on behalf of the dental office to check the patientigibility and benefits. Can you please help me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][POSITIVE] Thank you for that. And you said the eligibility and benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, sure. Policy number, it is 0013615999.
[AGENT][NEUTRAL] 0013615999.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and that was policy number 13615, and then there's 3 9s.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The reason I'm asking is because the policy isn't populating. Um, do you have their APL ID card available?
[CUSTOMER][NEUTRAL] Uh, it's showing SSN here, but I'm not sure if this is SSN or no. It is showing [PII].
[AGENT][NEUTRAL] Oh, this is their social.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me give you another member ID that I have here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's 52 Z as in zebra, 151413, L as in Lima.
[AGENT][NEUTRAL] Um, and our policy numbers don't have, don't have letters in them except the ML 7 or 8. On the card, do you see APL on the card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's not showing APL. Well, [PII], can you please do a name and date of birth sir?
[AGENT][NEUTRAL] We don't search our systems like that. I'm asking for the information I can use, ma'am. Um, the reason I'm asking if it shows APL on the card is because the policy number formats are not like ours. Do you see APL on the ID card that you have or do you see another insurance company?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is APL is showing as APL Insurance.
[AGENT][NEUTRAL] So it says policy cert number. It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Yes, it's just the one that I provided to you. 001.
[CUSTOMER][NEUTRAL] And the other one is 52 Z.
[AGENT][NEUTRAL] 001.
[CUSTOMER][NEUTRAL] Mhm. Yeah, that's 361-599-99.
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][MIXED] I don't think that's how you spell it, but she says it's OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So,
[AGENT][NEUTRAL] Even with the name, I'm not showing an insured with that name. Um, what else do you see on the ID card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's just the name of this uh subscriber, address, date of birth.
[AGENT][NEUTRAL] Do you see a group number?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] Yes, it's showing the group number with that 52151413L.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Does it list, um, I can search by the does it list the employer's name?
[CUSTOMER][NEGATIVE] No, it doesn't show that.
[AGENT][NEUTRAL] OK, um, well, if we can get like the full social, social security number, um,
[AGENT][NEUTRAL] Because this is not, it's not pulling up anything in our systems and those are not the formats of our policy numbers.
[CUSTOMER][NEUTRAL] Well, it's OK for that, and I can just, uh, you can, I mean like you cannot find this patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, it's OK for that. Well then it's OK. Well thank you so much for your help, for your time. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.