AccountId: 011433970860
ContactId: f6c896aa-9f09-4ffe-af14-d74d5c76a8d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337859 ms
Total Talk Time (AGENT): 75461 ms
Total Talk Time (CUSTOMER): 170236 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f6c896aa-9f09-4ffe-af14-d74d5c76a8d0_20250224T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But that would
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK [PII], hi, this is [PII] calling from Chapman Emergency Dental Care and I need to see how much um you would cover two procedures up or a procedure out.
[AGENT][NEUTRAL] OK, I can help you um with the benefits for the patient, miss, you said your name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], Miss [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] real quick on the phone or you just that right?
[AGENT][NEUTRAL] Thank you and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], her date of birth is [PII] and her policy number is 245,334,440.
[AGENT][POSITIVE] Thank you and what's the name of your facility please?
[CUSTOMER][NEUTRAL] It is Chapman Emergency Dental care.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I am going to look up that policy real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That the $500.
[CUSTOMER][NEUTRAL] It's not too bad. A lot of people.
[AGENT][NEUTRAL] OK, and you said that policy number was 2,453,344,440?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Looks like we've got her social down [PII].
[AGENT][NEUTRAL] OK let me um look that up for social security number for the insured real quick.
[CUSTOMER][NEUTRAL] Because my little and she just quoted me too and so and most.
[CUSTOMER][NEUTRAL] Right, and I have to, so that kind of you've been doing.
[AGENT][NEUTRAL] Yeah, that's not pulling up. Let me try it with one of those 0s gone [PII] see if that'll pull it up.
[CUSTOMER][NEUTRAL] So what.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah that policy number is not pulling up and it's not pulling up for social security number either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Mm, let me see if I got the front of her insurance card.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bear with me I'm looking, OK.
[AGENT][POSITIVE] No, go ahead and take your time.
[CUSTOMER][NEUTRAL] She's not pulling her up under the number we have.
[CUSTOMER][NEUTRAL] Hang on just a second for me.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And you have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], what kind of, what insurance do you have?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah, it, it is, uh, APL. They're on the phone with her right now saying that they, they cannot have.
[CUSTOMER][NEUTRAL] Children's insurance
[CUSTOMER][NEUTRAL] Yes, they said
[CUSTOMER][NEUTRAL] phone
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Would you let her know that she needs to give her a new policy number?
[CUSTOMER][NEUTRAL] They look her up by her phone number.
[AGENT][NEGATIVE] It's got too many digits.
[CUSTOMER][NEUTRAL] She needs the policy number that's got too many digits.
[CUSTOMER][NEUTRAL] To the primary. I did, that's her social. OK, sounds good. She said hold on a second, she's.
[CUSTOMER][NEUTRAL] Hang on, she's scan it for me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, so APO, um, that in your, in your chart here we have you down as your social but that she's telling her that she can't run it by that, that it's not coming up that she needs your policy, so go to smart.
[CUSTOMER][NEUTRAL] That's the only.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Maybe there, maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we don't even have a picture of that uh that uh insurance. All we have is Guardian.
[CUSTOMER][NEUTRAL] Bear with me I'm sorry, OK, she's gonna call you so.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] That sounds fine. It's.