AccountId: 011433970860
ContactId: a3a23352-35b7-45a7-8357-d6c33bd1c1b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383500 ms
Total Talk Time (AGENT): 139635 ms
Total Talk Time (CUSTOMER): 167233 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a3a23352-35b7-45a7-8357-d6c33bd1c1b8_20250602T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, I can't remember what you said your name was, but my name is [PII], and I am calling you because I have a dentist appointment today, and no one on my card can I find like the numbers that I have to give. Can you hear me?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I can hear you. It's a little um yes I can hear you. It's a little uh distorted, but I can hear, hear you. Can I please get your first name and your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You want my number?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Could you repeat that for me please?
[AGENT][NEUTRAL] Yes ma'am, what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so my medical ID number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and uh you said some.
[CUSTOMER][NEUTRAL] Oh here's my policy number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My policy number is 000258.
[AGENT][NEUTRAL] Go
[CUSTOMER][NEUTRAL] 4456.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you repeat that policy number for me one more time please? The 0258 number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 0258.
[CUSTOMER][NEUTRAL] 4453.
[AGENT][NEUTRAL] 52 or
[AGENT][NEUTRAL] What's the last digit?
[CUSTOMER][NEUTRAL] 552.
[AGENT][POSITIVE] 2. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] And you said that you were looking for your dental policy, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, I have a dentist appointment and nowhere on my card do I have the information to give the people, you know, run my insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I had called and get a a while back and I lost it.
[AGENT][NEUTRAL] Oh, OK. All right. Well.
[CUSTOMER][NEUTRAL] But a lot of time, I have a lot of when I go to, uh-huh.
[AGENT][NEUTRAL] I can give you your policy number, the payer ID number.
[AGENT][NEUTRAL] And your group number if you would like for me to give that to you so that you can give it to them to file your claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. You said it was the payer ID number?
[AGENT][NEUTRAL] OK, your policy number?
[AGENT][NEUTRAL] Yes, I can get that's what they're gonna use to send your claim electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] And then your policy number.
[AGENT][NEUTRAL] Yes ma'am, that's correct, and then your policy number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's 258.
[AGENT][NEUTRAL] 4453.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] On this.
[AGENT][NEUTRAL] And your group number.
[CUSTOMER][NEUTRAL] You said 258-4453?
[CUSTOMER][NEUTRAL] The what number?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] Now the next number you're gonna need is your group number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is 70036.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 7, you said 77 or 7?
[AGENT][NEUTRAL] 700.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] Just give me one second. OK, so the first number that you gave me the 06.
[CUSTOMER][NEUTRAL] 80 I mean 0.
[CUSTOMER][NEUTRAL] 6081. That was what number was that?
[AGENT][NEUTRAL] That's the payer ID number.
[AGENT][NEUTRAL] That's the number that they'll need to send your claim in electronically.
[CUSTOMER][NEUTRAL] OK, payer ID.
[CUSTOMER][NEUTRAL] I wanna interview me.
[CUSTOMER][POSITIVE] I look good.
[CUSTOMER][NEUTRAL] OK, so then, OK, that was the payer ID, then the next group, the next number was the policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then the last number was the group number oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so on my card, that one policy number that I gave you first, is that what I use for my medical?
[AGENT][NEUTRAL] Yes, that's medical. The policy number I gave you is your dental policy.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 02584452, that's my medical policy number, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then the 258-4453, which is all that's missing is the 0, but that's the number for the dental.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Yes, that's all I need. Thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a good appointment and we thank you very much for calling APL today, Ms. [PII]. I hope you have a good week.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Alright have a good day.