AccountId: 011433970860
ContactId: ed440dbf-306c-4265-b134-d9733d49eff1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509700 ms
Total Talk Time (AGENT): 126101 ms
Total Talk Time (CUSTOMER): 95127 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ed440dbf-306c-4265-b134-d9733d49eff1_20250603T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I just needed a benefit or dental benefit breakdown for my patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it is, uh, my name is [PII], and a good call back number is [PII].
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, so that I don't have, I just have like this medical card. I could give you the social if that would work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment. And what is the social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK give me just a moment.
[AGENT][NEUTRAL] Is that the policy holder's social?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Think it was just his. I, I, I don't know he said he's the policy holder.
[AGENT][NEUTRAL] OK, I'm not showing that.
[AGENT][NEUTRAL] Does it have um anything like a policy certificate number or anything like that?
[CUSTOMER][NEUTRAL] Um, let me see, I have an an employee ID number.
[CUSTOMER][NEUTRAL] Cause I could try that.
[AGENT][NEUTRAL] Uh, does it start with a 0?
[CUSTOMER][NEUTRAL] No, it starts with a D.
[AGENT][NEUTRAL] OK, um, let's look him up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][POSITIVE] Um [PII], it's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, give me just a moment and we'll search for him that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I am OK.
[AGENT][NEUTRAL] An ALD or OLD?
[CUSTOMER][NEUTRAL] ALD
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not able to pull them up, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And does, and they gave you a dental card, correct? Does it say Carrington on it at all?
[CUSTOMER][NEUTRAL] No, I, it's from this 90 degrees benefit and then I did the dental and transferred me to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you already tried to contact IMA?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh you did? OK, um, they shouldn't have sent you to us.
[AGENT][NEUTRAL] Does it have a group number on there?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Let me check because it should have gone to [PII].
[CUSTOMER][NEUTRAL] Oh wait, it says it's.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Sorry, it looks like the group number I just found it. It's there's so much information on this card. It's uh 9476.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it have the uh number or I'm sorry the the group name or anything like that on there?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Yeah and I'm not seeing that group number anymore either, so let me check.
[AGENT][NEUTRAL] OK, and what did it say the member ID was?
[CUSTOMER][NEUTRAL] Um, I think it's just his employee number, but it's uh D47698547.
[AGENT][NEUTRAL] OK, let me see if I can look it up by that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Yeah, because I'm not able to find him, so I don't know why they transferred.
[AGENT][NEUTRAL] To us, um.
[CUSTOMER][NEUTRAL] Mm, that's OK. I can call another number or something.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] OK, um, I would call, uh, benefits and a card to make sure that that person is still in that [PII] is still enrolled with them, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to give you
[CUSTOMER][NEUTRAL] I see their number now. I think it's like [PII].
[AGENT][NEUTRAL] Yes, I would call them and verify and see if they have a policy number for dental. Um, I'm not able to to search for it through that, um, but I would check with them if they transfer you to us just make sure um that you asked for a correct policy number and make sure that he's registered because we're not able to find him in our in our database.
[CUSTOMER][NEUTRAL] I believe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much for your help.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Right