AccountId: 011433970860
ContactId: 8ef9f0a0-37d7-4319-aaf8-46c596b5c387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422450 ms
Total Talk Time (AGENT): 138423 ms
Total Talk Time (CUSTOMER): 101019 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8ef9f0a0-37d7-4319-aaf8-46c596b5c387_20250617T14:39_UTC.wav
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[AGENT][NEUTRAL] Alright, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], um.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] All right, um.
[AGENT][POSITIVE] Oh good. How can I help you this morning?
[CUSTOMER][NEUTRAL] OK, I have a gentleman that has your plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] He um
[CUSTOMER][NEUTRAL] I called earlier when I called, it was the dental plan.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] He um
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] So I called him back now he's got me a different card number and he says that.
[CUSTOMER][NEUTRAL] It's supposed to pay.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We'll see.
[AGENT][NEUTRAL] OK, so you're needing to check eligibility.
[AGENT][NEUTRAL] And benefit information, OK, alright, so, and first I can help you. What is a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number for the other policy he's given you?
[CUSTOMER][NEUTRAL] It is 70019 and that was all.
[AGENT][NEUTRAL] OK, that's a group number.
[CUSTOMER][NEUTRAL] The numbers
[AGENT][NEUTRAL] Yeah, there's another. Do you have a full social, [PII]?
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me put this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me send this email.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go here and his um.
[CUSTOMER][NEUTRAL] Social is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. Give me just a moment to look up that information.
[CUSTOMER][POSITIVE] No problem. I appreciate your time. It's like.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Let me look at.
[AGENT][NEUTRAL] Well, I just totally erased what I put in, so give me just a second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, so let's
[CUSTOMER][NEUTRAL] Some days I have days like that too.
[AGENT][NEUTRAL] Mm, OK, so any information provided will be a verification of benefits and not a guarantee of payment. So [PII], what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I put this line on hold 1 2nd, [PII]?
[AGENT][POSITIVE] Absolutely, yes, you certainly can. Uh-huh.
[CUSTOMER][NEUTRAL] All right, [PII], I'm sorry.
[AGENT][NEUTRAL] OK. All right, no, no, no worries. So I was double checking cause I, I can see where you had did speak to someone. So he does not, [PII] does not currently have any type of medical plan with us.
[CUSTOMER][NEUTRAL] OK, I just want to double check, so.
[AGENT][NEUTRAL] He has several policies, but he does not. So I can give you a phone number if when you speak to him, he feels like he should have some type of medical coverage, medical plan that he could contact the enrollment company that he signed up for any of his benefits through. Um, and that company is called Benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In a card.
[AGENT][NEUTRAL] And they also go by Bic, like the brand of pins.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, I will have him call.
[AGENT][NEUTRAL] That is correct, and that's for Benefits and a card. OK. Well, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. I appreciate your time.
[AGENT][POSITIVE] Well, you are certainly very welcome. So uh that is all I can at least try and help you with this morning. I hope you have a wonderful day, and, and thank you again for calling APL. Yes, ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.