AccountId: 011433970860
ContactId: caf25412-953e-48a9-a282-2b49c424c462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258079 ms
Total Talk Time (AGENT): 71122 ms
Total Talk Time (CUSTOMER): 176944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/caf25412-953e-48a9-a282-2b49c424c462_20250220T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My dentist, this is about dentists, um, or dental coverage. My dentist is trying to put through a script at the pharmacy, and the pharmacy keeps rejecting it because of something with my name or the way it's saved in their system. And um we, they just, and what's very strange is this, I've used this dentist for years.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But Walgreens is not accepting the script and they said that I need to talk to my dental um insurance provider because it's something with the way they're inputting the information so I'm not sure if they're putting the name in correctly. I, I, I don't know.
[AGENT][NEUTRAL] Hmm, OK. Let's look and see. What is, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have my ID number and the group number.
[AGENT][NEUTRAL] Let's try the ID.
[CUSTOMER][NEUTRAL] OK, it's 607.
[CUSTOMER][NEUTRAL] 040.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had this policy for years.
[CUSTOMER][NEUTRAL] And I've never really had problems before, but
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] And then if I could just verify your first and last name please.
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. My last name is um a combination of my maiden name and married name. Um, legally it's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then [PII] if you can give me your date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] Yes ma'am, my date of birth is [PII] and the address should be [PII].
[AGENT][NEUTRAL] Thank you so much. OK, so on the policy, [PII], I mean we just, we have you listed as [PII], so if I need to add the second part of your last name, it sounds like that might be the issue. I can do that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I mean, I just don't know why if it's approved it before, I don't know why they're having so much trouble now. What I will do is let me call them back. They're trying to put it in as the [PII] and actually something in their office has it down as [PII] 4 FOR.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And so I'm that's why I, I'm just not real sure why I've used, you know, you, you guys for years and I've used this same dentists for years and I don't know why all of a sudden they're having some difficulty with it so um let me call her her back and if that if it doesn't work this time I'm going to see if they will um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and the crazy thing is my medical insurance should also cover it because this is, it's not just a dental issue it's a it's an infection. And so sometimes your, your medical insurance will kick in if it's infections and you know, things that affect your general health. So uh no, but let me call her in and try, tell her to just try Nancy force with the ID number and the group number and see if that solves the problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, absolutely and like I said, we just have your first name and then last name is [PII]. We have no middle initial, anything like that, so I don't know if that maybe will be helpful also to let them know.
[CUSTOMER][POSITIVE] OK, yes ma'am. All right, thank you so very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome [PII]. I hope it works out and call us back if you need anything else, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye.