AccountId: 011433970860
ContactId: 64627245-7571-4ae1-830c-990e549f733f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170759 ms
Total Talk Time (AGENT): 71545 ms
Total Talk Time (CUSTOMER): 57853 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/64627245-7571-4ae1-830c-990e549f733f_20250108T14:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work for [PII] in [PII]. I am just trying to get a mailing address for claims for dental claims.
[AGENT][NEUTRAL] Sure ma'am, could I have a callback number for you in the
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you ma'am. Can I have that policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] I have her uh employee ID is 444,590.
[AGENT][NEUTRAL] It's just a policy a certain number on the card?
[CUSTOMER][NEUTRAL] I don't have her card. This is an old policy. It used to be Dental care. Then it went to select Dental, then it went to American Public Life, and I've always.
[AGENT][NEUTRAL] I get that, but I need something to look up the policy. Do you have her social?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you verify her date of birth?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility?
[CUSTOMER][NEUTRAL] I'm calling to get no I I'm calling to get an address to mail claim forms.
[AGENT][NEUTRAL] OK, so let me give you the correct policy number.
[CUSTOMER][NEUTRAL] Cause I've always mailed them
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's 616-265. That is the policy number 616265 for future reference when you call, submit a claim, that's the claim number that's the policy number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you want a mailing address to submit a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It'll be addressed to APL claims department.
[AGENT][NEUTRAL] At [PII] that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII]. Would you like the payer ID?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 60801, that's 60801. And can I get your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. I was gonna call you [PII].
[CUSTOMER][NEUTRAL] Everybody does.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's good.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.