AccountId: 011433970860
ContactId: f983e105-bc18-43aa-8c2f-b205917b3e24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475350 ms
Total Talk Time (AGENT): 124842 ms
Total Talk Time (CUSTOMER): 194068 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f983e105-bc18-43aa-8c2f-b205917b3e24_20250409T18:55_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] Yeah.
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling for dental office looking for patient benefit.
[AGENT][NEUTRAL] Looking for benefits?
[CUSTOMER][POSITIVE] Yeah, dental benefits.
[AGENT][POSITIVE] OK, I can help you with the benefits and can you spell your name for me and and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it, yeah, go ahead.
[CUSTOMER][NEUTRAL] Is the [PII] is my contact number is [PII].
[AGENT][NEUTRAL] I'm sorry, sir, you sound really far away and I can't understand what you're saying. I just need your name and a good contact number.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes. Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] 12683116.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Is that 00.
[CUSTOMER][NEUTRAL] 78.
[CUSTOMER][NEUTRAL] 646-660.
[CUSTOMER][NEUTRAL] Audio
[AGENT][NEUTRAL] So that's 786-466-0?
[CUSTOMER][NEUTRAL] Is the first two to digit is 00.
[CUSTOMER][NEUTRAL] 786.
[CUSTOMER][NEUTRAL] 4660.
[AGENT][NEUTRAL] OK, so that's not pulling up a policy. Do you have the ID card there with you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, one second. Just wait. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I check my system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] One second. OK. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one second. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll take a 2.
[CUSTOMER][POSITIVE] Oh, thank you for waiting.
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] I have no idea that I think.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No, I have no any ID card.
[CUSTOMER][NEUTRAL] Only for the ID uh.
[AGENT][NEUTRAL] OK, so what's the members, do you have the member's full social?
[CUSTOMER][NEUTRAL] Is the subscriber ID.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] One second. OK. I'm so sorry for that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] Uh, one second, OK? I'm so sorry for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yeah, I have, I have ID card.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospitals or out?
[CUSTOMER][NEUTRAL] I have ID card.
[CUSTOMER][NEUTRAL] Yes, I have
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Yes, I have a group number is uh is 258-09.
[AGENT][NEUTRAL] We're looking for policy cert number.
[CUSTOMER][NEUTRAL] Yeah, no, I mean.
[AGENT][NEUTRAL] It's just start with a 01 or 02?
[CUSTOMER][NEUTRAL] No, no, no, I mean nothing.
[AGENT][NEUTRAL] OK, let me try with the group number and then what's the patient's name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, is the group number is 25809 and patient name is uh [PII].
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Hold on, hold on one second. Let me try to locate the policy first. What's the patient's name?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And, and what's the last name?
[CUSTOMER][NEUTRAL] I spell out the name. It's a [PII].
[AGENT][NEUTRAL] And um the date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 229.
[AGENT][NEUTRAL] 7099.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] However, this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Is it, uh, is it [PII] is correct?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is uh the policy not active.
[AGENT][NEUTRAL] Correct, the policy is not active.
[CUSTOMER][NEUTRAL] OK, what is the term date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Um, and what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] is correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And please give me a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, you have no reference number.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, uh, your name and so this date is correct for the reference number.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is [PII] [PII], correct?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] 040302. OK. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day. Bye-bye.
[CUSTOMER][POSITIVE] I like that.