AccountId: 011433970860
ContactId: cf296b8b-1d0b-4cec-bbae-d38c58828eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 683609 ms
Total Talk Time (AGENT): 188382 ms
Total Talk Time (CUSTOMER): 249298 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/cf296b8b-1d0b-4cec-bbae-d38c58828eac_20250505T18:21_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you. [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Hi, my name is [PII]. I'm calling from a provider's office. I just need to get a fax back of benefits.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can help you with the fax, Ms. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] And what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, all right, um.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, the policy number?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, I can hear you.
[CUSTOMER][NEUTRAL] OK, uh, I, OK, sorry, I don't have a policy number. I can give you the patience. Do you want the subscriber's first and last name or do you want the patient's first and last name?
[AGENT][NEUTRAL] The patients.
[CUSTOMER][NEUTRAL] OK. Um, the, it's [PII], [PII]
[CUSTOMER][NEUTRAL] And then I'm going to spell the last name, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the um the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the social?
[CUSTOMER][NEUTRAL] Uh, do you want the subscriber or patient?
[AGENT][NEUTRAL] Uh, the subscriber will be fine either way.
[CUSTOMER][NEUTRAL] Because he's right here hold on one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he's gonna give me his social. Give me one second. He's giving it to me right now.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] To do with my.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] This is what I have as far as the old version.
[CUSTOMER][NEUTRAL] Yeah, can I get the social? Ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes I can hear you.
[CUSTOMER][NEUTRAL] Uh, it's, uh, the social is, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick and find their policy.
[CUSTOMER][NEUTRAL] OK. And just so you know, the phone is kind of choppy, so I can hear you in bits and pieces.
[AGENT][NEUTRAL] Oh no, OK, alright, let me see if I can fix that.
[CUSTOMER][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, let me repeat the social to you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry, the phone is choppy again.
[CUSTOMER][NEUTRAL] Um, sir, can you, sorry, can you write this, I'm sorry. I'll shred it. I just need to.
[AGENT][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Because she said it, yeah, because she said it and I don't really know. I know my brain is not, I don't memorize it, um, hold on, ma'am, OK, because I mean, he's bringing it down for me because.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Can you hear me? OK, um.
[AGENT][NEUTRAL] I can hear you.
[CUSTOMER][NEUTRAL] It's 553.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 817313
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know. Did you get all that?
[AGENT][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's just another act of today as of today?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Or something.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, and the last name is [PII], and then can you spell the patient's name again for me [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, I can't hear you. What did you say something?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, and they're and you're with a dental provider, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am. Ideal Dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see a policy on file for dental for [PII].
[CUSTOMER][NEUTRAL] OK, give me 1 2nd, OK?
[CUSTOMER][NEUTRAL] I'm gonna let the patient know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, ma'am, he wants to talk to you. Is that OK?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, just so you know it's a little shopping.
[AGENT][NEUTRAL] Yes I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello? Yeah.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hello, I can hear you.
[AGENT][NEUTRAL] You said you wanted to talk to me. Do you have some questions?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, she was saying that I didn't have dental for my wife. Um, I believe everything that was set up should have just carried over, which was both the health insurance and dental for myself and the family.
[AGENT][NEUTRAL] OK, I looked up your social security number and I did not see your social security number in our system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And I then I looked up Miss [PII]'s name and I did not find an active policy for her at this time. Now I do see that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There were policies in the past that were active but are no longer, but I don't find a policy with your social or with her name that's active at this time.
[CUSTOMER][NEUTRAL] OK, so who would I, is it because you guys are transitioning from the whatever the essential staff care to the other whatever the what the benefits on a card or something like that?
[CUSTOMER][NEUTRAL] Would it be for that reason?
[AGENT][NEUTRAL] Uh, no, we're not transitioning, no sir, we're not transitioning. Um, do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] No, it's for superior skilled trades.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] one more wax it.
[AGENT][NEUTRAL] Let me look and see if I can find that.
[CUSTOMER][POSITIVE] Alright, we'll see you all next time. OK take care.
[AGENT][NEUTRAL] That group
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Because I have my old uh well the card that I have before from you guys I don't know if that would be any help.
[AGENT][NEUTRAL] Uh, yes, do you have a policy number on that old card?
[CUSTOMER][NEUTRAL] I believe it goes by group number, but give me one second to get it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I've got the group pulled up by the name that you gave me.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Um, let me see if I can find you under the group.
[CUSTOMER][NEUTRAL] Next my next one.
[CUSTOMER][NEUTRAL] OK, yeah, I have a member ID here.
[AGENT][NEUTRAL] OK, what is that please?
[CUSTOMER][NEUTRAL] It is 17,624,100.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not finding you in our system, sir. Is that, um, card through American Public Life?
[CUSTOMER][NEUTRAL] No, it should be um.
[CUSTOMER][NEUTRAL] As far as I know it's not through what you're saying I don't know.
[AGENT][NEUTRAL] Our company is American Public Life.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK then that's probably a different this um.
[CUSTOMER][NEUTRAL] Yeah, it's probably a whole different company because the company they're going my insurance is going through it should be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is it called?
[CUSTOMER][NEUTRAL] It's like uh benefits on a card, but I don't know if they, and the old one is was some program through MEC vision and dental.
[AGENT][NEUTRAL] OK, so that's not our company, but I can transfer you.
[CUSTOMER][NEUTRAL] It was through essential staff care.
[AGENT][NEUTRAL] OK I can transfer you to benefits in a card though if you would like so you could talk to them about your coverage.
[CUSTOMER][POSITIVE] I'm sure I'll get another.
[CUSTOMER][NEUTRAL] Um, yeah, please.
[AGENT][NEUTRAL] OK it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] What was your company's name again you said?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.