AccountId: 011433970860
ContactId: 6c02a5c9-4c94-438e-a963-f1b81ce99f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269779 ms
Total Talk Time (AGENT): 94199 ms
Total Talk Time (CUSTOMER): 89769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6c02a5c9-4c94-438e-a963-f1b81ce99f58_20250109T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a dental office on behalf of a patient looking into his benefits. This is a new plan for him this year.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on benefits for you. What is the patient's policy number?
[CUSTOMER][NEUTRAL] So there's like a member ID number on the card, but then there's also.
[CUSTOMER][NEUTRAL] Other numbers too, but I'll start with that member ID number see if that gets us where we need to go um 6 683481-196.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's try that.
[AGENT][NEUTRAL] That's a little long. Do you see anything that starts with like a 02?
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Or 0
[CUSTOMER][NEUTRAL] No, there's like a.
[CUSTOMER][NEUTRAL] There's a 923 there's like a 90.
[CUSTOMER][NEUTRAL] I have his social security number or date of birth, anything like that but that's the only like member ID that's showing on this card he gave me.
[AGENT][NEUTRAL] OK, we can try by a social. What's that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is his first and last name?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK. All right, so let's see.
[AGENT][NEUTRAL] All right. And we're looking for dental benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I am showing that the member had an active plan with us effective date [PII]. I am showing the plan lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, so he just brought in.
[CUSTOMER][NEUTRAL] This card it says subscriber effective date [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Does it have rubber on it?
[CUSTOMER][NEUTRAL] Have a what?
[AGENT][NEUTRAL] A group number?
[CUSTOMER][NEUTRAL] Group number it says group ID bright ID.
[AGENT][NEUTRAL] And it says American Public Life Insurance on it?
[CUSTOMER][NEUTRAL] No, it says Carrington, so I called the number on the card for Carrington, Bright Ide Dental solutions, whatever, and they said um that I needed to call this number and they gave me your number.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][POSITIVE] Goodness gracious, OK, because I mean some of our plans go within the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was wondering, yeah, if there was a group ID because that's usually the employer and then I could check that way but.
[AGENT][NEUTRAL] Let me see if I see anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says [PII].
[AGENT][NEUTRAL] Sounds like it's.
[AGENT][NEUTRAL] Yeah, I don't see anything else with us. I mean, um, the member had quite a few plans with us, but the plan they had with us shows termed on [PII] of last year, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I am going to see what else I can figure out. I'll just try maybe calling that number back again and.
[AGENT][POSITIVE] All right, sorry, [PII]. Yeah, sorry about that.
[CUSTOMER][NEUTRAL] See what's going on.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] That's OK, thanks for your help.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye