AccountId: 011433970860
ContactId: eeff0a05-1d50-4f3b-b6af-ba51e640f098
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291940 ms
Total Talk Time (AGENT): 111676 ms
Total Talk Time (CUSTOMER): 142442 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/eeff0a05-1d50-4f3b-b6af-ba51e640f098_20250327T13:25_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] Hey Miss [PII], my name is [PII] and I work for Doctor [PII]'s dentist office. I have a patient that called, um, I'm trying to verify his insurance benefits and I think that he has insurance through.
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have his name, date of birth, and social.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with this policy, um, and
[AGENT][NEUTRAL] You said name, date of birth, and social. OK, I can do the social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you and [PII], what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, I'm just looking for the policy.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there an [PII] at the end?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] And it's great
[CUSTOMER][NEUTRAL] It's possible he's a junior because when I put so I pulled him up in Delta Dental because he had had Delta Dental before and um with his date of birth it said [PII] so it may be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On there.
[CUSTOMER][NEUTRAL] If that makes a difference.
[AGENT][NEUTRAL] Did he have a a um
[AGENT][NEUTRAL] And 8 like an ID card?
[CUSTOMER][NEUTRAL] No, he did not. He said he has Blue Cross Blue Shield and he works at Pinecrest, so I have another patient that works at Pinecrest that has the same, um, APL, so that's why I was calling because I think, um, he may have the same insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Insurance. there's one member with his name, um, let me see that has a dental policy. Let me see if this is it. Um, what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, it's not him. Um, but she, what was the name of the provider? I'm sorry, the employer?
[CUSTOMER][NEUTRAL] Pancrest.
[AGENT][NEUTRAL] I can try to look through the employer. Hold on one second, see if we have that.
[AGENT][NEUTRAL] Is it like Pinecrest Pinecrest, like what is, it's just Pinecrest?
[CUSTOMER][NEUTRAL] Um, let's see something.
[CUSTOMER][NEUTRAL] Um, let me look at this other patient and see what they say.
[CUSTOMER][NEUTRAL] So, um, yes, it's LA 0503 Pinecrest.
[AGENT][NEUTRAL] Oh, that's the group number. OK, hold on one second. That's what I needed.
[AGENT][NEUTRAL] I just saw that as soon as you read it out.
[CUSTOMER][NEUTRAL] That's OK. I'm just.
[AGENT][NEUTRAL] Because there's so many.
[AGENT][POSITIVE] No, usually, yeah, usually the providers don't have the group number, so that's good that you have that.
[CUSTOMER][NEGATIVE] Troubleshooting here.
[CUSTOMER][NEUTRAL] Well, I'm, I'm actually looking at another patient that works there so that's why I'm uh I'm just kind of on a scavenger hunt trying to figure it out because they don't keep up with their cards or if they get their card they don't, they may have their their health insurance card but they don't have their dental card so.
[AGENT][NEUTRAL] Mhm. OK, so with that group number that you provided, um, they don't have a member by the name of [PII]. It's a small group, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we're gonna have to get some more information from him or well, because I looked with the social and nothing came up and then with the name, we only had that one member with his name that had the dental policy, but it was a different date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm wondering if he may have a different dental provider or, you know, dental insurance provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, well I will try to look him up on different uh websites I have and if I can't find him I will call him back and see if he can help me so I appreciate your time and looking into this for me OK I hope you have a great weekend.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] You're welcome. Was there any?
[AGENT][POSITIVE] You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Yes ma'am thank you.