AccountId: 011433970860
ContactId: 4e978d00-056a-4cda-b878-f5a2e25ba27b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709260 ms
Total Talk Time (AGENT): 246049 ms
Total Talk Time (CUSTOMER): 226432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4e978d00-056a-4cda-b878-f5a2e25ba27b_20250423T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, yes, ma'am. I don't know if they charge you to the right extension. I am calling because I had a question. I went to the dentist. I've been going to the dentist and, uh, every time they call for authorization or whatever, somebody tells them that I'm not active. I just called my insurance. They've been, my job's been taking money, paying to pay this.
[CUSTOMER][NEGATIVE] And uh, why do they keep saying my insurance was terminated [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look at your policy, um, and see if it's active or not. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Let me spell it. [PII] and my other last name is [PII]
[AGENT][POSITIVE] OK thank you ma'am and then what is your callback number just in call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Yes, ma'am. My area code is [PII].
[AGENT][POSITIVE] Thank you very much. And then can you also give me your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh [PII], I don't have that in my head. I'm at work, man. It's because they call me, that's the reason.
[AGENT][NEUTRAL] OK, I can look it up.
[AGENT][NEUTRAL] Yes ma'am, I can look it up with your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] OK, give me just a second to look that up real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK Miss [PII], for security reasons can you please verify your your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am, and then let's verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So [PII]. And what else did you ask for?
[AGENT][NEUTRAL] Your email address and your phone number that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, email [PII].
[CUSTOMER][NEUTRAL] Or you could have the more 300 at yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have a 464 at the end of your name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, that's OK, that's either one will work, OK, and uh my.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] OK, thank you very much Ms. [PII]. I appreciate you verifying your policy for me. Alright, let me look real quick and you, you a question about your dental policy, you were told that it was inactive, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yes, but it was terminated [PII], and nothing has gotten paid to them since [PII] that I've been going there.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Uh, but I don't understand. I don't know why they've never told me till now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm looking at your policy that you have with us. Let me give you the policy number just to make sure that you have the correct that you're giving to the dental provider's office because I'm showing your policy is active and current. It's current paid, it's active, everything looks good on it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you the policy number.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK, uh, hold on.
[CUSTOMER][NEUTRAL] Is there any way you can, uh, if, if, OK, if I don't have that right, uh, information, can you, uh, email me a card or something so I can send, take it to them?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Let me, um,
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it's the policy number is 2300655.
[CUSTOMER][NEUTRAL] OK. Policy number.
[CUSTOMER][NEUTRAL] And what else did it, would you ask for?
[AGENT][NEUTRAL] Uh, when they send in claims they're gonna ask for the payer ID number and I can give that to you.
[CUSTOMER][NEUTRAL] OK, pay your ID. OK, go ahead.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're also gonna ask for the group number and name and I can give that to you.
[CUSTOMER][NEUTRAL] All right, go, go ahead. I'm ready, group number.
[AGENT][NEUTRAL] It's 700. Yes, ma'am. It's 70058.
[CUSTOMER][POSITIVE] Hi, I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's Morales Enterprises.
[CUSTOMER][NEUTRAL] Morales Enterprises, OK.
[AGENT][NEUTRAL] They're gonna ask for your effective date and let me give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Alright, OK, what
[AGENT][NEUTRAL] And the and you can tell them that the policy is paid to date current.
[CUSTOMER][POSITIVE] OK. Let me get on the phone with them, and if I need anything else from you, ma'am, I will call you.
[AGENT][NEUTRAL] Yes, please do and um give them the um.
[AGENT][NEUTRAL] Let me give you the phone number to give them to call they can verify the benefits with us if they would like to.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] Uh thank you for your time, and and you have a wonderful day.
[AGENT][POSITIVE] Well, you do too, and I'm sorry that you got upset, but your policy looks good.
[CUSTOMER][NEUTRAL] Yes, I need to find out what's what they have, what, whatever, that they, they keep getting uh that information from the, you all. But they are calling that number because I said, I asked, what number are you calling? And then they said, they told me that number you just gave me. So I don't know why they're, OK. Well, let me find out, ma'am, and uh and uh can uh can you uh email me, well, let me call you if I need you to email me that card. I'll call you back.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, I'm gonna go ahead and do that for you because if they need help, you'll have all that information right there for you to um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Be able to give to them if if they ask you any questions you'll have it available right in your hand, OK? I'm gonna put you if you don't mind just a quick hold while I get this email to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that you have your card, OK, it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] What in the world? Why is it acting silly all of a sudden?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] I am right here.
[AGENT][NEUTRAL] OK, so my computer is being just a little bit slow right now. I wanted to just get back to you and let you know that I have not forgot about you it's just taking a moment to download, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine, ma'am.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], this is taking quite a while for it to download and I don't want you to have to wait anymore so just know that I'm gonna be on top of it and I will make sure it gets sent to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. I, meantime, I'm going to call them. They're on the phone to call them.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, all right. I got it to pull up and um.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome I'm just gonna be to you just here in just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, ma'am. You've been very helpful. Thank you for your time. Have a good day.
[AGENT][POSITIVE] You're very welcome you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.