AccountId: 011433970860
ContactId: 53134d2b-8860-47f9-84bc-3bea8aed5cd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391529 ms
Total Talk Time (AGENT): 129052 ms
Total Talk Time (CUSTOMER): 66973 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/53134d2b-8860-47f9-84bc-3bea8aed5cd6_20250409T14:40_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] Yeah
[CUSTOMER][NEUTRAL] You have the claim title.
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the phone number, please? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] D. Delta 43219962.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, because that the number is for 90 degree benefits, so we can't use that here at APL. Do you have the member's full social security number?
[CUSTOMER][NEUTRAL] No, I have the number ID.
[AGENT][NEUTRAL] Does it start with a D as in dog or a 01 or 02?
[CUSTOMER][NEUTRAL] D. Delta 43219962.
[AGENT][NEUTRAL] Correct. That number is for 90 degree benefits. You're calling APL so we can't use that number, um.
[AGENT][NEUTRAL] You said you don't have the member's full social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's the member's first and last name? I can search by name.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just looking with the first and last name. Hold on one moment.
[AGENT][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And this is for a dental policy?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] What's the member's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do have a policy here for [PII], but it's only a dental policy. There's no other policy with APL.
[AGENT][NEGATIVE] And it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you have a claim number?
[AGENT][NEUTRAL] There's no medical policy for the patient here, so you'll have to reach out to the patient to see who their medical insurance is through. They only have dental with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you check one more number, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh number please.
[AGENT][NEUTRAL] I, so the phone's breaking up. All I heard was, please, can you repeat that?
[CUSTOMER][NEUTRAL] Please check um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment. It starts breaking up as soon as you start talking and then I hear the last word.
[AGENT][NEUTRAL] OK, try it one more time.
[CUSTOMER][NEUTRAL] Can you check, can you check one another member?
[AGENT][NEUTRAL] Yes, hold on one moment.
[AGENT][NEUTRAL] Let me note this policy.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] 9016417001.
[AGENT][NEUTRAL] OK, that's not an APL policy number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Our policy number starts with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Tell me the call reference number, please.
[AGENT][NEUTRAL] Sure, so there's no call reference number.
[CUSTOMER][NEUTRAL] Tell me the call reference number, please.
[AGENT][NEUTRAL] But you can use my name in today's date, which is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][POSITIVE] Alrighty, and thank you so much for calling [PII]. I hope you have a good day. Bye-bye.