AccountId: 011433970860
ContactId: b0720fa5-5c0b-4c77-a239-f2632d3bcaf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213889 ms
Total Talk Time (AGENT): 68174 ms
Total Talk Time (CUSTOMER): 68802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b0720fa5-5c0b-4c77-a239-f2632d3bcaf9_20250609T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I was calling on behalf of a facility, calling to see if you have a claim on file for a member.
[AGENT][NEUTRAL] OK, I can definitely check and see if the claims on file for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII], and that's correct?
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is D as in dog, 463-07844.
[AGENT][NEUTRAL] Thank you. And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Let me check registration.
[CUSTOMER][NEUTRAL] And of course I clicked on the wrong one. Let me click on the right one.
[CUSTOMER][POSITIVE] All right, that's lovely.
[CUSTOMER][NEUTRAL] Yes, I have the member ID on file.
[AGENT][NEUTRAL] OK, and on the ID card, um, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Um, I do not. It only shows employee ID and group ID.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Uh, let me look on the back of the card.
[CUSTOMER][NEUTRAL] Um, group number 9463.
[AGENT][NEUTRAL] Hm. What's the member's first and last name? I can try that way.
[CUSTOMER][NEUTRAL] OK. This is for, let me go over here. [PII]
[AGENT][NEUTRAL] And you said [PII], hold on. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policy to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've just found it. It's coming up now. And this is for a dental policy?
[CUSTOMER][NEUTRAL] Um, medical.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you verify her date of birth for me please?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so [PII], so she does have a policy with us, but it's dental only, so I'm not sure who her medical provider is.
[CUSTOMER][POSITIVE] OK. All right. So I'll reach out to her to see if she can provide that information. Thank you so much. And your name again?
[AGENT][NEUTRAL] My name is [PII]. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Got it. All right. Thank you so much, and I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII]. You also thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.