AccountId: 011433970860
ContactId: fc182f78-1d79-4695-a7ce-d3b7cade75b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412809 ms
Total Talk Time (AGENT): 139171 ms
Total Talk Time (CUSTOMER): 158720 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fc182f78-1d79-4695-a7ce-d3b7cade75b9_20250424T12:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and did you say your name is [PII]?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am, I did. Uh-huh.
[CUSTOMER][NEUTRAL] OK, how are you doing today, Ms. [PII]?
[AGENT][POSITIVE] Yes ma'am, my dear.
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, doing pretty well, thank you for asking. I'm calling you from Aspe dental.
[AGENT][NEUTRAL] Uh, well, how can I help you today?
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Yes, ma'am. And how can I help?
[CUSTOMER][NEUTRAL] OK, I think.
[AGENT][NEUTRAL] today, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling you from my spendingtal in [PII]. I have a patient in the office with an ID card that I need to verify is um.
[CUSTOMER][NEUTRAL] Uh, dental benefits please.
[AGENT][NEUTRAL] OK. So yes ma'am, you're needing to verify dental benefits for a member, is that correct, [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And Leah, on our dental policies, we have fax backs of the member's benefits for the plan that they have that I'll be happy to send over and every, all of their information will be on. OK, on that fax site. So first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That would be [PII] sorry I'm giving you the fax number phone number is [PII] option number 2.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Oh, I have, uh, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have no employee employer is D as [PII] 47666689.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a dental policy number. There should be another number on that ID card also.
[CUSTOMER][NEUTRAL] OK, the ID, uh, the ID card that they provided me is, uh, it has, it has Alexa, it has multipla on it, so I asked him which one would, who does he have, uh, dental coverage with he said that was the, the ID that he was provided, so I don't really know and that's the only number for medical.
[CUSTOMER][NEUTRAL] Um, benefit to verify benefits, so I was calling to see, uh, which, uh, company should I call.
[AGENT][NEUTRAL] Right, that's medical.
[CUSTOMER][NEUTRAL] That's a medical.
[CUSTOMER][NEUTRAL] OK. So the
[AGENT][NEUTRAL] Yes, ma'am. Didn't you say it says medical on that ID card?
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Mhm. That number is a medical number.
[AGENT][NEUTRAL] With 90-degree benefits. Do you have his full social security number so that I can look and see if he has a dental policy with APL?
[CUSTOMER][NEUTRAL] OK. So, uh,
[CUSTOMER][NEUTRAL] OK, let me grab that right quick, OK? Give me one quick second.
[AGENT][NEUTRAL] OK, sure. Yes, ma'am.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, let me search that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] OK, sorry, let me start over. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's, that's correct.
[AGENT][NEUTRAL] OK, so we do not have anyone in our system by that Social Security number. I can try the name, um, [PII], that would be the last way that I would be able to search. What is the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go ahead and while it's.
[AGENT][NEUTRAL] It's having to search for all Leons first. What is the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I can provide you his date of birth as well if you need it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] If I can locate someone by that name, then yes, ma'am.
[AGENT][NEUTRAL] OK, so we do not have a member currently enrolled.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With us by that name.
[CUSTOMER][NEUTRAL] That
[AGENT][NEGATIVE] And I wasn't able to locate him with the social security number either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] Well, you're certainly welcome. Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] Um, no, Ms. [PII], thank you so much for your time.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL Lea. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm