AccountId: 011433970860
ContactId: f4fee8d1-0e59-4621-955d-04fc0e0ae198
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451459 ms
Total Talk Time (AGENT): 214754 ms
Total Talk Time (CUSTOMER): 165033 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f4fee8d1-0e59-4621-955d-04fc0e0ae198_20250109T20:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was calling to check and see if, um, the dental insurance that, um, my boyfriend has. I was the, the dentist, we were trying to call and make an appointment. They told me to call you guys to see if they, um, if will y'all accept the insurance? Well, would they accept the insurance that he has?
[AGENT][NEUTRAL] OK, yeah, um, I can take a look at that policy for you. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yes, it is, let's see 0252.
[CUSTOMER][NEUTRAL] 1270.
[AGENT][POSITIVE] Perfect, thank you so much and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] Alright, and then do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII] a good callback number is [PII].
[AGENT][NEUTRAL] Perfect and then you said you're calling on behalf of someone else?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] So unfortunately I don't show you listed on the account so I cannot give any information about it out.
[CUSTOMER][NEUTRAL] She said that I'm not listening to cloud.
[CUSTOMER][NEUTRAL] You hear me?
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] OK, she's, oh, she said that I'm not on the account so she can't give me any information.
[CUSTOMER][NEUTRAL] So you have to call.
[CUSTOMER][NEUTRAL] From the age to account.
[AGENT][POSITIVE] Hey, if he is with you and can verify his information and give me permission to speak to you, I can give you whatever you need.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, yeah, she said that she can speak to me just um she can if you can verify some information she can give you, give me the information that I need. OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's on the other phone like on FaceTime on speaker phone because he's on the road so but he can hear you though can I put him like to the phone?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yeah, absolutely. I just need to verify the information if you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 2.
[CUSTOMER][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] Hey there, sir. Could you verify for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Well talk. And your date of birth? [PII].
[AGENT][POSITIVE] Wonderful and then can you just verify for me please your mailing address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Damn, which one it was? Oh, the, the one that is on file is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then um just one more thing to verify the email address on file.
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[AGENT][POSITIVE] Wonderful. And then do you give me permission to speak to and I might be saying this wrong, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Thank you so much. I appreciate that.
[CUSTOMER][NEUTRAL] But all that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect and any time you might call on his behalf, ma'am I just need, we would always have to verify and get verbal authorization for each individual call if that's OK.
[CUSTOMER][NEUTRAL] And so could I find the answer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yes ma'am, and he said can you change the address on file?
[AGENT][POSITIVE] I absolutely can update the address on file. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just have to go into the system a little differently if you don't mind giving me a second.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] Put up uh the the address I gave you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the address we need on file?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] 4th court with.
[CUSTOMER][NEUTRAL] Birmingham, Alabama.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright perfect I will have that updated and saved for you and then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the good news on this policy, um, which I know it's like what you're calling for, um, we do not have a network we honor benefits wherever you go as long as they are licensed if we've never worked with them before they just need to send us, um, their I-9 information and.
[AGENT][POSITIVE] And then we're good to go.
[CUSTOMER][NEUTRAL] So the dental office just need to send you guys their I9 information.
[AGENT][NEUTRAL] Yeah, if they've never worked for us before we just need the I9 on file to remit payments, but we don't have a network and we'll honor benefits wherever you choose to go.
[CUSTOMER][NEUTRAL] Oh, so he can go anywhere.
[AGENT][POSITIVE] Yeah, as long as they're licensed and like you know real we're gonna take care of you.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that does make sense for a truck driver to be able to go anywhere they need to go.
[AGENT][NEUTRAL] Yeah, it does.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, absolutely, and if they need to you please tell them that they can call and we can do like eligibility and benefits over the phone and give them any information they need as well.
[CUSTOMER][NEUTRAL] OK, eligibility and the benefits over the phone. OK, alright, cool. Well, alright, I'll let them know.
[AGENT][POSITIVE] Yeah, absolutely. Thank you so much for your patience today. And is there anything else I can help you with while we're here?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Well, he did say, can you put me down for like a.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The person to call and get my information, you know.
[AGENT][NEUTRAL] So what I can do is I can email him out in authorization form um and I believe let me pull it back up because I don't wanna give you the wrong information um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a third party authorization form uh to disclose protected health information and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He would just need to complete it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sign and date it and then send it back to us, but I will um I will see the email address on file I'll send it out to him, OK?
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much.
[AGENT][NEUTRAL] Yeah my pleasure and then once that goes through um and we have it on file um you would just whenever you call you would let them know that you have that form on file and then give them a moment because they'll have to like look it up every time but it should um eliminate that need for the the verbal authorization over the phone each time as well, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much.
[AGENT][POSITIVE] Yeah my pleasure and then is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Oh perfect. Alright, well I'm gonna get that email. It should be out to him and I wanna say about 5 minutes or so and then.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][POSITIVE] If you need anything else, don't hesitate to give us a call and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][POSITIVE] Hey, my pleasure. Thank you so much for calling APL and you have such a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.