AccountId: 011433970860
ContactId: d9b2db6c-80c8-47e2-9efb-e9905ffeab07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402420 ms
Total Talk Time (AGENT): 95395 ms
Total Talk Time (CUSTOMER): 181589 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d9b2db6c-80c8-47e2-9efb-e9905ffeab07_20250505T15:37_UTC.wav
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[CUSTOMER][NEUTRAL] What kind of stuff.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling to get a fax back for uh dental verification, dental insurance verification.
[AGENT][NEUTRAL] OK, so far, I can help you with that back back. Um, do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] On a patient
[CUSTOMER][NEUTRAL] Yes, um, it is.
[CUSTOMER][NEUTRAL] 02580620
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that policy was 258-0620. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling up that policy number. Do you have the last name?
[CUSTOMER][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] I am so sorry I started getting choked up, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, that was [PII] and then [PII]
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII] and the word [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he's gone to cleaning next. Oh, he already been to [PII]? Oh, OK, that was quick.
[AGENT][NEUTRAL] OK, let me see. I think I found it. Hold on one moment.
[CUSTOMER][NEUTRAL] And then the policy number has a 0 in front of it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I don't know if that matters.
[AGENT][NEUTRAL] Um, well, just there was, let's see, hold on just a second, sorry about that.
[CUSTOMER][POSITIVE] I think that would help.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 27712.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me try this one. It's a different policy number, but let me see if the dates of birth match.
[AGENT][NEUTRAL] OK. And what was the date of birth?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, looks like I've got a different policy number, so it's uh it's 229.
[AGENT][NEUTRAL] 2771.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then not sure what the other one was, um, OK, and we need a fax back, is that right?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and did you want to go over anything on the phone while you, while we're on the phone, or do you want me in the back?
[CUSTOMER][NEUTRAL] What? Yes, ma'am. What is the individual max for him?
[CUSTOMER][NEUTRAL] And the the individual deductible?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Cause I was pulling that this um didn't have any major coverage.
[AGENT][NEGATIVE] It doesn't. Yeah, it does not have any major coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the calendar year max, um, not a guarantee of payment basic outline, $500 for the calendar year and then $50 for individual deductible.
[CUSTOMER][NEUTRAL] OK, I, OK, that's right. Everything is right because I've done two, I pulled it and it had two different plans, but they said the same thing, um, and I did check two different places, so right, so, um, individual deductible 50 and individual max 500 and then the ID number is voided basically the one that is on his card.
[AGENT][NEUTRAL] Yeah, I'm not sure that might be to a, um, I'm not sure what policy that's to, but yeah, the 229277-1 is the correct one.
[CUSTOMER][NEUTRAL] OK, it says this card says American Public Life Carrington and then it has his name, coverage, employee and child policy number and it's the 02580620 group 70056 effective date [PII] and it says group voluntary dental.
[AGENT][NEGATIVE] So weird.
[CUSTOMER][NEUTRAL] So I'm not sure, yeah, but I'll let him know that that number is not what's pulling, but anyway, but I, what's your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII]. [PII], I do thank you so much for all your help. It's been a, a big help. Um, I thought for a second that I was doing something wrong.
[CUSTOMER][MIXED] Um, but I do appreciate it. I mean, I could do something wrong, but
[CUSTOMER][NEUTRAL] I had to make sure, go back and check. It is Monday.
[AGENT][POSITIVE] Totally understand. All right. Yes, absolutely, right.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][POSITIVE] Thank you for calling ACL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.