AccountId: 011433970860
ContactId: c62cc36d-1064-4eae-a5f3-1c17fb6eca8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325839 ms
Total Talk Time (AGENT): 159973 ms
Total Talk Time (CUSTOMER): 101069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c62cc36d-1064-4eae-a5f3-1c17fb6eca8a_20250219T14:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I work at dental care up on Air. I am trying to see if a member is active and if you can send me eligibility and benefits and then also if you guys are a PPO plan.
[AGENT][NEUTRAL] I can help you with that [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02588015
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So [PII]
[AGENT][NEUTRAL] is not listed on the policy. This is an individual policy.
[CUSTOMER][NEUTRAL] Oh, is it for, uh, [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] You said 258-801-5?
[CUSTOMER][NEUTRAL] 02588015
[AGENT][NEUTRAL] And you said [PII], right?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, let me try something. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] his date of birth is.
[AGENT][NEUTRAL] A lot different than that. Same last name, and spell her first name [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have a [PII].
[AGENT][NEUTRAL] I'm wondering
[AGENT][NEUTRAL] And you said her date, her year is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] I wonder if she has a daughter.
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] Yeah, the name on this policy is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And definitely not that date of that year for date of birth.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, um, let's see.
[AGENT][NEUTRAL] I don't, and you're looking at the uh do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yeah, mm I don't know.
[CUSTOMER][NEUTRAL] No, she gave me the information over the phone.
[AGENT][NEUTRAL] I was just looking any way I could to see. Do you happen to have her social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] And let's let let me get to that screen and let's just try social just to see what's her social?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] It is for [PII]. They gave me the wrong name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, there we go. Bingo.
[CUSTOMER][NEUTRAL] Oh my god.
[AGENT][NEUTRAL] We were off on a goose chase, weren't we? That's what my grandmother used to say.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, that's not a problem. I can help you with [PII].
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] So [PII]'s policy with that date of birth is active.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, the policy does participate in the Carrington PPO network, but network participation is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the.
[AGENT][NEUTRAL] Uh, it is a limited policy. It does not cover major procedures. I'm getting a breakdown ready for you if you want me to fax it to you.
[CUSTOMER][NEUTRAL] OK, yeah please.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Does not cover major procedures. On the fax back, you're going to get the calendar year max, deductible, frequencies, limitations, our billing information is included, and [PII] has no history. Now, the group name and number will not be listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the fax back if you need that I can provide that for you.
[CUSTOMER][NEUTRAL] Um, the group number she gave me is 722, is that right? 70022?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] It is correct.
[CUSTOMER][POSITIVE] OK wonderful.
[AGENT][NEUTRAL] [PII], what's that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And just to verify that fax number I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] [PII], that is on the way for you and I'm so glad that we figured that we're able to figure it out and I can help you with those benefits. Anything else I can help you with?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Hello [PII], thank you for calling APL, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Um bye bye.