AccountId: 011433970860
ContactId: d567599a-8c0c-4c4f-9a15-f76f21664136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254160 ms
Total Talk Time (AGENT): 72162 ms
Total Talk Time (CUSTOMER): 97019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d567599a-8c0c-4c4f-9a15-f76f21664136_20250123T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling um from a provider's office and I wanted to get see if I can get uh some information about a patient's benefit. she's a new patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the
[AGENT][NEUTRAL] Policy number for the patient.
[CUSTOMER][NEUTRAL] Um, 667.
[CUSTOMER][NEUTRAL] 009.
[CUSTOMER][NEUTRAL] 1492.
[AGENT][NEUTRAL] That is not the APL policy number. Do you have another number for APL?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is all she.
[CUSTOMER][NEUTRAL] Is this for and it's for dental, right?
[CUSTOMER][NEUTRAL] Trying to get
[AGENT][NEUTRAL] We have medical and dental. Let's, I'll tell you what, let's do name surgeon. Let's just make sure. What's the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you happen to have her social? I was not able to pull anything up by that name.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't I don't have her social. I have her address and everything, but I don't.
[AGENT][NEUTRAL] Yeah, I just don't have.
[AGENT][NEUTRAL] That information.
[AGENT][NEUTRAL] For the patient.
[CUSTOMER][NEUTRAL] So what um is it your experience that they get a separate card for dental or is it?
[CUSTOMER][NEUTRAL] Probably
[AGENT][NEUTRAL] Yeah, I would think so. Um.
[AGENT][NEUTRAL] Our policies have separate.
[AGENT][NEUTRAL] Cards.
[CUSTOMER][NEUTRAL] I wonder if I can call the metal the actual.
[CUSTOMER][NEUTRAL] Uh, if you had a social you'd probably be able to locate her without what what was the what was it called that you, um, the AP.
[AGENT][NEUTRAL] APL. Do you have the policy information?
[AGENT][NEUTRAL] Did she say
[CUSTOMER][NEUTRAL] Um, no
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] She just sent me a picture of Philadelphia American Life Insurance Company.
[AGENT][NEUTRAL] Yeah, that is gonna be a different.
[CUSTOMER][NEUTRAL] First health network.
[AGENT][NEUTRAL] Uh, company than what we are.
[CUSTOMER][NEUTRAL] OK, let me just see.
[CUSTOMER][NEUTRAL] OK, I'm going to call you back, um.
[CUSTOMER][NEUTRAL] I'm gonna see if she'll give me her social or if she possibly gave me the wrong card, you know, like thinking she gave me the right one.
[AGENT][NEUTRAL] Yeah. Now, we do have dental policies, but we, not with that type of policy number.
[CUSTOMER][POSITIVE] OK, um, OK, I'll reach back out thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you. I'm sorry I wasn't able to assist you further, but thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.