AccountId: 011433970860
ContactId: c7abec61-0457-430e-a775-6bf1c8d62116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418559 ms
Total Talk Time (AGENT): 88471 ms
Total Talk Time (CUSTOMER): 90975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c7abec61-0457-430e-a775-6bf1c8d62116_20250604T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Kids and Adult Dentistry. I'm a, uh, working for a provider here, um, so I have a patient that came in with a, uh, insurance card. The insurance card is stating that they have medical and pharmacy. Um, however, I was wondering if there's any way you can help us find his dental plan. He's not sure what the name would be or if he has a dental plan.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. um, can I get a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] All right. And do you have his social security number? I can look it up that way.
[CUSTOMER][NEUTRAL] Um, let me ask him for it. He's actually here in person right now. Let me get that information. Give me one quick second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think the patient just now found it. Let me get that information from him. One second, I'm so sorry.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] OK, um, the social security would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is his name?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, I'm not seeing that. So give me just a moment.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Um, spell his last name for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does it have a group number on there?
[CUSTOMER][NEUTRAL] Um, yes, it's 9476.
[AGENT][NEUTRAL] And does it have the employer name on there so I can verify?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] If
[AGENT][NEUTRAL] I'm not able to see him, um.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEUTRAL] And you said it does or does not have the the employer name on there?
[CUSTOMER][NEUTRAL] Yeah, no, the, the employer name is [PII].
[AGENT][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not able to find him, so give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is probably why.
[AGENT][NEUTRAL] OK, it looks like I'm not able to find him, so you will need to call um benefits and a card.
[AGENT][POSITIVE] Um, and I can give you their number whenever you're ready.
[CUSTOMER][POSITIVE] Oh, OK, yep, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] And let them know that um APL was not able to find him in their system, otherwise they might transfer you to us, um, so just let them know that you contacted us first and let them know that we weren't able to find them.
[CUSTOMER][POSITIVE] Alright, thank you so much for all your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.