AccountId: 011433970860
ContactId: f0180f42-d12c-43fe-8e56-c0f53240e889
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302109 ms
Total Talk Time (AGENT): 82827 ms
Total Talk Time (CUSTOMER): 116578 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f0180f42-d12c-43fe-8e56-c0f53240e889_20250506T21:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have, I'm calling from a provider's office and I have a patient that's wanting to come in, but, um, I'm not sure if we're in network with his dental insurance.
[AGENT][NEUTRAL] OK, well, I can help you with the dental coverage. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. So, he gave me two cars. Do you need the letters uh in front or just the numbers?
[AGENT][NEUTRAL] There should be letters in the back, but just the numbers.
[CUSTOMER][NEUTRAL] OK, this one has it in front, but let me see. So I have 684-046-228.
[AGENT][NEUTRAL] You say he has, he gave you two cards?
[CUSTOMER][NEUTRAL] There's two cards. The first one says American Financial Security Life Insurance, First Health Network, and then member ID is um.
[CUSTOMER][NEUTRAL] It has letters in front and then the ID number I gave you and then the other card has NCE at the top and this one says includes dental, vision, prescription drugs. Um, that's OK.
[AGENT][NEUTRAL] OK, so neither one of those sound like our cards. On the second card, do you see anywhere that says um policy certificate number?
[CUSTOMER][NEUTRAL] No, it just says member ID number.
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um, it looks like he didn't provide that to us. So, no, I don't have it. Um.
[AGENT][NEUTRAL] OK. What's the name of the insurance company you said?
[CUSTOMER][NEUTRAL] Um, it says at the top American Financial Security Life.
[AGENT][NEUTRAL] Yeah, so it sounds like you're trying to reach a different insurance company. This is American Public Life. Did you call an [PII] number or an [PII] number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's the number on the card?
[CUSTOMER][NEUTRAL] Mm, that's the number he gave me. On the card, there's only a pharmacy number. There's no um
[CUSTOMER][NEUTRAL] There's no other numbers on here. That's why I was, I kinda just had to look it up by the first one, the American Financial Security, because the only number on here is for a pharmacy, and that's on the second card, the one that has NCE.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because the American Financial, I don't know what the name, that's a different insurance company. What's the member's first and last name?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Does he have a middle initial? I thought you said this is for dental.
[CUSTOMER][NEUTRAL] Uh, no, there's no middle initial.
[AGENT][NEUTRAL] Yeah, we only have one [PII], but it's not a dental policy. Um, it sounds like you're trying to reach another provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because this is American public life.
[CUSTOMER][NEUTRAL] OK. Let me
[CUSTOMER][POSITIVE] American public. OK. Let me see what I can figure out, and I do appreciate your help. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APM [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too. Mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.