AccountId: 011433970860
ContactId: c0a3114e-ddb3-4c59-9832-2cd8342576db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380980 ms
Total Talk Time (AGENT): 136129 ms
Total Talk Time (CUSTOMER): 118105 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c0a3114e-ddb3-4c59-9832-2cd8342576db_20250428T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I don't, I don't know if I'm talking to the right people, but, uh, I got insurance with this multiplan, I think it's called [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um and I was calling to see um
[CUSTOMER][NEUTRAL] Uh, I'm fully, um, covered for dental.
[CUSTOMER][NEUTRAL] Or is it just for like uh medications and stuff like that?
[AGENT][NEUTRAL] So, your dental policy number would definitely be different from the medical ID number. Uh, do you have your policy number for the medical? I can see if you have dental with us.
[CUSTOMER][NEUTRAL] Um, I don't know about it's on a car. I don't know about the policy number, but I do have an employee ID and uh.
[CUSTOMER][NEUTRAL] Uh, a payer ID number.
[AGENT][NEUTRAL] Usually it has like a
[CUSTOMER][NEUTRAL] That's all I see on the card.
[AGENT][NEUTRAL] The certificate number. Do you see anything like that? It starts with like a 0201?
[CUSTOMER][NEUTRAL] Uh, 020, uh, no, ma'am, I don't see that at all. I just see um.
[AGENT][NEUTRAL] Cause usually the employee ID doesn't start with a D like in David.
[CUSTOMER][NEUTRAL] No, ma'am. I don't have that on this card.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] They just say um payer ID.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just like EDI payer ID and
[CUSTOMER][NEUTRAL] On the front, it says.
[CUSTOMER][NEUTRAL] Yeah, it don't, you don't, I don't see nothing that starts with a D, like with a number behind it.
[CUSTOMER][NEUTRAL] That's what I'm confused on. I don't know what's the, I have used this card before. Uh, I had got medication and I didn't have to pay anything. That was, that was all I used it for, but I'm kinda having like dental problems with my mouth, so I was trying to see if I can use it for like insurance type, you know what I'm saying? I'm not sure on it.
[AGENT][NEUTRAL] OK, let's do a search by your name then or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Um, first name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] All right, thank you so much. Give me just one moment, let me do a search by that.
[AGENT][NEUTRAL] Well, [PII], nothing comes up by your name right off the search, so.
[CUSTOMER][NEUTRAL] You said the numbers started, the, the letters starts with a D.
[AGENT][NEUTRAL] Well, the number that I need is all numeric. It's not alphanumeric.
[AGENT][NEUTRAL] Most of our policy numbers um start with like the newer ones start with like a 02 or like 6 to 7 digits long on the card it usually will say policy slash certificate number.
[CUSTOMER][NEUTRAL] Yeah, I'll probably have an old car. I got to.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, maybe I'm calling the wrong, wrong people. Maybe that's the case too.
[AGENT][NEUTRAL] Yeah, I mean, I have a number for multiplan. Do you want their number? Um, you said it was through multiplan.
[CUSTOMER][NEUTRAL] Yes, ma'am. I see on my card I see multi plan.
[CUSTOMER][NEUTRAL] And yeah, that's all I see. And 90 degree benefits.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Multiplan um only provides like medical coverage. I do know that. So if you, you know, um,
[AGENT][NEUTRAL] Like the plan with multi-plan would only be for medical, would not be for, for dental.
[AGENT][NEUTRAL] When I did a search by your name, I didn't find anything in our system for any other, you know, any policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Usually,
[AGENT][NEUTRAL] Yeah, cause sometimes on the card you'll see medical ID and that starts with a letter, but we can't pull you up with that. It's the policy slash certificate number and usually on the card, it's right above the effective date.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I don't even have a that that's crazy. I don't have a certain date or nothing on this card.
[CUSTOMER][NEUTRAL] That's crazy, but I, uh, truly understand, and I get, um, just probably get a multiplayer call and just see if that uh.
[AGENT][NEUTRAL] That's what I would do. Yeah, that's what I would do. I would start there and see if they can locate you and see if they can find any other coverage.
[CUSTOMER][NEUTRAL] If they can fix the problem for me stuff like.
[CUSTOMER][POSITIVE] I thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome, Mr. [PII]. Have a good rest of your day, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm. Bye-bye.