AccountId: 011433970860
ContactId: d06dc41f-6507-481c-ac8d-fe8cd73a8ab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151880 ms
Total Talk Time (AGENT): 50481 ms
Total Talk Time (CUSTOMER): 76888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d06dc41f-6507-481c-ac8d-fe8cd73a8ab7_20250128T21:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] from the South Family Dentistry. What was your name?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Hey Miss [PII], I was calling to see if I can get a breakdown of benefits on a mutual patient please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, let's see. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 232-0075
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And this is for medical, right?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] OK, I'm not showing a dental policy on file. I'm just showing a secondary um gap insurance policies for secondary medical insurance.
[CUSTOMER][NEUTRAL] Oh, it's not dental on this one?
[AGENT][NEUTRAL] Right, I'm not showing one, no, ma'am.
[CUSTOMER][NEUTRAL] OK, um, let me see because let me look on her card because they, I don't know what she, um, she gave me this ID number a while ago. OK, so it says American Public Life Secondary, American Public Life, that's all it says on there. It doesn't say um.
[CUSTOMER][NEUTRAL] Oh, I don't know. I don't see any, it doesn't say like dental or medical. It just has to, it has a lot benefit systems and then American public life. So they must be getting something different.
[AGENT][NEUTRAL] And the policy number, where did you get that?
[CUSTOMER][NEUTRAL] It's on this card. It says secondary health plan American Public Life member ID group number, plan name, and then it says primary health plan is Ali Benefit Systems.
[AGENT][NEUTRAL] Hey, yes, ma'am. That's for medical benefits.
[CUSTOMER][POSITIVE] Medical. OK. Oh, I will let her know. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII] for calling ATO.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Mm bye.