AccountId: 011433970860
ContactId: 80fec721-d6f9-401a-b7f1-52d479471050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658330 ms
Total Talk Time (AGENT): 202140 ms
Total Talk Time (CUSTOMER): 285641 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/80fec721-d6f9-401a-b7f1-52d479471050_20250408T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good evening. Um, my name is [PII], and I have a card, um, it's benefits in a card from ATC, the company that I work for around the clock.
[AGENT][NEUTRAL] OK, how may I assist you?
[CUSTOMER][NEUTRAL] Well, I went to the dentist and they said that I didn't have dental insurance.
[AGENT][NEUTRAL] OK, so you needed me to check with you.
[CUSTOMER][NEUTRAL] And that is in my cover.
[CUSTOMER][NEUTRAL] Right, and how do I give them the information for me, for them to know I have dental insurance?
[AGENT][NEUTRAL] OK, so on your card, could you give me the.
[AGENT][NEUTRAL] Benefit certification number that starts with the 0.
[CUSTOMER][NEUTRAL] OK, wait a minute, me go to some like that'll be on the front or I had to call all the other number. Let me check, see.
[CUSTOMER][NEUTRAL] You see, start with them.
[CUSTOMER][NEUTRAL] A zebra.
[CUSTOMER][NEUTRAL] OK, I see a number, but mine start with a D.
[AGENT][NEUTRAL] OK, that's the ID number for benefit in a card. It should be, excuse me, it should be in the section where your name is and right below your name or the group information.
[CUSTOMER][NEUTRAL] Yeah, look, I know.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, it said employee ID employee name and medical coverage, employees group.
[CUSTOMER][NEUTRAL] Number 9454.
[AGENT][NEUTRAL] OK, anything else there saying cert number?
[CUSTOMER][NEUTRAL] But my ID store with the.
[CUSTOMER][NEUTRAL] Anything yeah.
[CUSTOMER][NEUTRAL] OK, it's a number says 00.
[CUSTOMER][NEUTRAL] 8126.
[AGENT][NEUTRAL] OK, that's not it. May I have the spelling of your first and last name, please?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up that way.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you received a medical card from us?
[CUSTOMER][NEUTRAL] Um, I'm looking at it, this is what I got in my hand. It says member pharmacy and medical on the front in different boxes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on the back it got medical claim submission or EDI number.
[CUSTOMER][NEUTRAL] The payer ID number.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And I'm pulling your information up for you now.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I'm pulling the information up for you now.
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do see that you do have dental coverage. Let me verify your mailing address and an email address that is listed on file please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And an email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this a good call back number for you?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, would you like for that number to be entered into the system for a callback number?
[CUSTOMER][NEUTRAL] Mm, it can be now it'll be better if they send me a.
[CUSTOMER][NEUTRAL] Email is through that number, but I can give you another number for a call back number um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And so it does look like you do have dental with us and it was effective [PII].
[AGENT][NEUTRAL] And for that policy number, it is showing 02.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, do you have any anything to write this down?
[CUSTOMER][POSITIVE] Yes ma'am, I'm gonna write it down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number, OK.
[AGENT][NEUTRAL] Is 02.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 77.
[AGENT][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] OK. Now what this go to?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This is your dental.
[AGENT][NEGATIVE] Information, the card should have went out to you once this policy was active, which was 113 of 25, so you should have received a card as well with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The other cards.
[CUSTOMER][NEUTRAL] Well, I didn't, this was the only one I received and kept up with it.
[AGENT][NEUTRAL] OK. So, on that card, go ahead.
[CUSTOMER][NEUTRAL] So this policy number when she put it in.
[CUSTOMER][NEUTRAL] That's I said like when she put it in on this policy number, what would be the name that she would use?
[CUSTOMER][NEUTRAL] Cause I was trying to get back into the dentist today.
[AGENT][NEUTRAL] OK, what name are you meaning?
[CUSTOMER][NEUTRAL] Like the company name, you know, I just give her this this number policy number and which.
[AGENT][NEUTRAL] Yes, what you do
[AGENT][NEUTRAL] Yes, you would give that policy number and if she would like to call and verify any information for this policy, she will contact the [PII], the same number you called, and she will be able to verify any information.
[CUSTOMER][NEGATIVE] OK, but see, I don't think they wanted to do that. That's why they had me to come and, and, and see why my insurance mightn't going through.
[AGENT][NEUTRAL] OK, the card that you have is your medical card. So that's the reason why it wasn't going through for dental.
[CUSTOMER][NEUTRAL] Give me that number again.
[CUSTOMER][NEUTRAL] Right, that's what she kept saying.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, give me the dental number again.
[AGENT][NEUTRAL] So this number.
[AGENT][NEUTRAL] It's the same number that you just called the [PII].
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] This is not the number that you called?
[CUSTOMER][NEUTRAL] I call [PII].
[CUSTOMER][NEUTRAL] And you told me [PII].
[CUSTOMER][NEUTRAL] No, I had to keep pressing some buttons till I got through, yes.
[AGENT][NEUTRAL] Were you transfer
[AGENT][NEUTRAL] OK. You, you spoke with someone that benefit in a card. OK.
[CUSTOMER][NEUTRAL] Cause this is not the number.
[AGENT][NEUTRAL] OK, no problem. You would just have them to contact [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK thank you.
[AGENT][NEUTRAL] You're welcome. Now, if you have the number and you would like to put them on 3 way, I can assist you while I'm on the phone.
[CUSTOMER][NEGATIVE] Mm, no, they, I just told her I was gonna have to go because I didn't have no information with me but that card and she just told me to go and try to call and see what I can get done, but I'm not at the, at that place right now cause I had to come all the way to the house to do this, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And just in case they ask you for the group number, let me give you that as well. Are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, yes ma'am.
[AGENT][NEUTRAL] You're welcome. So the group number would be 70069.
[CUSTOMER][POSITIVE] Thank you, thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Um, no, but you saying now I will get a card in the mail only for dental.
[AGENT][NEGATIVE] I will go ahead and send a request for them to send you another card, but it should have went out in the mail at that time.
[CUSTOMER][POSITIVE] Well, I didn't get that no dental card, ma'am. I would have had that with me, right, right, OK, well thank you so very much for your kindness and for your help.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][POSITIVE] You're so welcome, and I do wanna thank you for calling American Public Life, Miss [PII]. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you and you have a blessed day also. Bye-bye, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.