AccountId: 011433970860
ContactId: f9d17f2a-59ad-4755-b51f-147bb70f24a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375790 ms
Total Talk Time (AGENT): 163717 ms
Total Talk Time (CUSTOMER): 94891 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f9d17f2a-59ad-4755-b51f-147bb70f24a8_20250211T15:01_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, [PII]. This is [PII] and customer service. How are you doing today?
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Your phone sound like a, you make you sound like a robot.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] There something else. See, I can't even hear you. Just the, the robotic sound.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, I just reset my headset. Is that better?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Well, he didn't say anything to me about me sounding weird and I was having trouble kinda understanding him. It sounded like he was mumbling into the speaker. Um, so I have a cus um a member on the line and
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's doing it again. What's the policy number cause your phone is doing that same stuff again.
[CUSTOMER][NEUTRAL] Oh no, uh, 245.
[CUSTOMER][NEUTRAL] 10.
[AGENT][NEUTRAL] Uh, what is
[CUSTOMER][NEUTRAL] 54.
[AGENT][NEUTRAL] So I heard the 245. I'm not sure if you can hear me, but I did hear 245, and after that, I didn't hear what you said.
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] 54.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And this is the members on the phone memory?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And he's calling to verify his benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, did you verify all this information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You can send him over. Thank you. Have a good one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I do apologize, but I am not hearing you.
[AGENT][NEGATIVE] It sounds like a muffler, muffler.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, do you hear me?
[AGENT][NEUTRAL] Yeah, I hear you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Um, they transferred me here because, um, they need to verify my benefits. I'm at the office right now and they said they don't recognize it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Why they didn't call to verify your benefits. They're the dental office, but hey, each his own.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm, so your policy has been active since [PII] and is currently active. We have a maximum benefit amount of $500 per calendar year with a $50 deductible that does not apply to us preventative services, and this is not a guaranteed benefits just a disclaimer of the policy's coverage, and your policy is a PPO, but it's the Carrington network, but you don't have to utilize the Carrington network provider.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I'm pretty sure you probably did not understand anything that I was talking about because you're not the dental provider, but they could have called to verify your benefits. However, I'm gonna help you out, help you out. I'm gonna send you a copy of your dental schedule to your email address. Could you verify your email address? I'm not sure if you can hear me, but your phone is um is muffling.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah, I can hear you.
[AGENT][NEGATIVE] Oh, it is bad.
[CUSTOMER][NEUTRAL] Yeah, hello?
[AGENT][NEUTRAL] OK, so could you verify your email address?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I'm gonna send your dental schedule. I guess this will be able to assist them with verifying your benefits cause they should have called, but hey.
[AGENT][NEUTRAL] They want you to pay for the services and do their job.
[CUSTOMER][NEUTRAL] Yeah, cause, um, I looked at the dental providers and they came.
[AGENT][NEUTRAL] I cannot, I promise you, I can't hear you.
[AGENT][NEUTRAL] I'm not sure if you're inside of the building or outside, but
[AGENT][NEUTRAL] You sound like a muffler.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna go.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, is it better now?
[AGENT][NEUTRAL] Oh, no, not, mm mm.
[AGENT][NEUTRAL] Let me see SDR.
[AGENT][NEUTRAL] BAR.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEGATIVE] I still can't
[AGENT][NEUTRAL] I'm gonna send your email.
[AGENT][NEUTRAL] I'm, I'm not sure if you can hear me, but I can't hear you.
[AGENT][NEUTRAL] But I'm gonna send you an email with your dental schedule.
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[AGENT][POSITIVE] I'm not sure what you just did, but I can hear you a little better now.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Because I'm at the provider um listed and um.
[CUSTOMER][NEUTRAL] At Jamaica Hospital Medical Center.
[CUSTOMER][NEGATIVE] And they weren't funding.
[AGENT][NEUTRAL] You had a dental, this is for dental or medical?
[CUSTOMER][NEUTRAL] Yeah, for dental, it's a dental uh office too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a moment.