AccountId: 011433970860
ContactId: f3f27083-99be-4a11-ab9b-049bf0c767af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290750 ms
Total Talk Time (AGENT): 108490 ms
Total Talk Time (CUSTOMER): 101236 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f3f27083-99be-4a11-ab9b-049bf0c767af_20250327T15:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not sure if I was just speaking to you. Um, my name is [PII]. Um, my VPN kept dropping, so it kicked me out. Um, I was just trying to verify patients benefits.
[AGENT][NEUTRAL] Yes, and we were just speaking, um, so I
[AGENT][NEUTRAL] Believe.
[AGENT][NEUTRAL] I was asking if you had the member's ID number, that's what was happening.
[CUSTOMER][NEGATIVE] Yeah, the number that I gave you is the only number I have. The D starts with a D, the copy of the card, but I can't even read it. It's a terrible copy, um, and that ID number that I gave you is what the office manually entered.
[AGENT][NEUTRAL] OK, um, so,
[CUSTOMER][NEUTRAL] Did you hear it?
[AGENT][NEUTRAL] I can look the um policy up with the member's social if you have it full social.
[CUSTOMER][NEGATIVE] I don't even have that, no.
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, her first name is [PII], and her last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment, I can um search for you. Let's see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And it's NY D as [PII], I A?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, we don't have anyone with that name. Um, is she the policyholder?
[AGENT][NEUTRAL] Or like a dependent or spouse.
[CUSTOMER][NEUTRAL] No, she, she would be a dependent, um, she's only 2, let me see who's listed as the policy holder.
[CUSTOMER][NEUTRAL] So it looks like her, uh, I don't even know his date of birth. Uh yeah, I don't even know what what information they put in here, but his, the policy holder is [PII], [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] I'm so sorry um.
[AGENT][NEUTRAL] Oh, you're fine. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] What's, uh, do you see a middle initial for him?
[CUSTOMER][NEUTRAL] Uh, yeah, hang on.
[CUSTOMER][NEUTRAL] Let me look
[CUSTOMER][NEUTRAL] Oh no, no middle initial listed.
[AGENT][NEUTRAL] And it's a medical or dental policy?
[CUSTOMER][NEUTRAL] I mean, I have an app.
[CUSTOMER][NEUTRAL] It's listed as medical. I'm assuming it's medical.
[AGENT][NEUTRAL] No, the only reason I'm asking is because the other, we do have [PII] is in our system. There's only one that doesn't have a middle initial, but that's a dental policy.
[AGENT][NEUTRAL] So that the number that you gave, that's for 90-degree benefits. So I'm wondering if the dental insurance is with a provider that works with 90-degree benefits. Um, was there an [PII] number or an [PII] number that you called?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that I called you, no?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me look, hold on one second.
[CUSTOMER][NEUTRAL] It was a [PII]. That was what was listed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is, OK, so that is directly to us, um, but there's, there's no member in our system. If we can either get the member's social, full social, we can try to search with that, um, but that, yeah, that the number is for 90 degree benefits, so I'm wondering if it's a company that works with 90gree. We do also, but um that member isn't in our system.
[CUSTOMER][POSITIVE] OK. All right. I'll try to call the patient back and see if I can get a little more information, or I'll go on 90 degrees and see if I can find anything. So, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Have a good day.