AccountId: 011433970860
ContactId: cf7be3ad-ea54-4571-89f3-32eb166e0aef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437809 ms
Total Talk Time (AGENT): 81149 ms
Total Talk Time (CUSTOMER): 76287 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/2025/03/19/cf7be3ad-ea54-4571-89f3-32eb166e0aef_20250319T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], we have a patient coming in this afternoon and I'm calling from my dental office. We're a dental provider and I'm trying to verify her insurance.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] She gave me D as in dog 479-033-59.
[AGENT][NEUTRAL] OK, we unfortunately can't pull the number with that number. Do you have their name or social? I can try by that.
[CUSTOMER][NEUTRAL] I have her name. Her first name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And then what is her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me take a look, see if I can find here.
[AGENT][NEUTRAL] Do you by chance know if she's the subscriber or?
[CUSTOMER][NEUTRAL] Uh, that's what she told me it's through American Staff Corp.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state does she live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't see anything underneath her name. Nothing's coming up.
[AGENT][NEUTRAL] Does the card, do you have the card by chance?
[CUSTOMER][NEUTRAL] She has not been here yet. She just gave me the information via phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything, so I would need like a social to try that maybe or?
[AGENT][NEUTRAL] Like if we had a group number, I could try and look under the group, but nothing's coming up just under her name.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Can you hold for just one moment? Let me see if I can give her a call.
[AGENT][POSITIVE] Yeah, not a problem. Go ahead. Yeah.
[CUSTOMER][POSITIVE] Can you hold? OK great thank you.
[CUSTOMER][NEUTRAL] OK, I have the information for you.
[AGENT][NEUTRAL] Alright, let's take a look.
[CUSTOMER][NEUTRAL] Um, let me know when you're ready for the social.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][POSITIVE] He got free retainers for the open house.
[CUSTOMER][NEGATIVE] Isn't it sad to know that off the top of my head.
[CUSTOMER][NEUTRAL] I can bring her back
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me like I'll text I'll text you.
[CUSTOMER][NEUTRAL] Like I called you earlier.
[CUSTOMER][NEUTRAL] What office are you in?
[CUSTOMER][NEUTRAL] What up are you in? OK, I'll be there.
[AGENT][NEUTRAL] OK. Yeah, no, that doesn't bring anything up either, so I don't know that she has a policy with us. Did she give you the group number or anything?
[CUSTOMER][NEUTRAL] Yes, I have group number 9479.
[AGENT][NEUTRAL] Let's try that and see what that does.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Yeah, that's not even showing as an active group with us.
[CUSTOMER][POSITIVE] OK, I'll give her a call back thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.