AccountId: 011433970860
ContactId: 01d24a7d-65fe-4fa0-ba66-710ed3cabafe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234850 ms
Total Talk Time (AGENT): 89553 ms
Total Talk Time (CUSTOMER): 44233 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/01d24a7d-65fe-4fa0-ba66-710ed3cabafe_20250107T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Doctor [PII]'s office. I need to check eligibility benefits please on a patient.
[AGENT][POSITIVE] OK. Happy to check benefits today. What's the policy number?
[CUSTOMER][NEUTRAL] I have a social [PII].
[AGENT][POSITIVE] Alright, thank you for that and let me just take a look by the social one moment.
[AGENT][POSITIVE] Thank you for your patience on that and and what's the patient's first and last name?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just date of birth please.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Thank you. And are we looking for medical or dental insurance?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental. OK, so patient plan is active. Uh, the effective date on this is [PII].
[AGENT][NEUTRAL] If you need and we can send a fax back the breakdown of benefits also.
[CUSTOMER][POSITIVE] That would be perfect if you could do that for me.
[AGENT][POSITIVE] Absolutely. So what is a good fax number?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Alright, so I'm sending that now, should be there in about 5 minutes. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] Does it tell you right there what the sea schedule is?
[AGENT][NEUTRAL] Uh, let's see, I can
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][POSITIVE] Yeah, I can pull it.
[CUSTOMER][NEUTRAL] Is it connection dental maybe?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Where is the plan type.
[AGENT][NEUTRAL] OK, this one looks like it pays by a fee schedule. It has a benefit amount that it pays depending on the procedure code. Um, some others pay by like UCR, but this one looks like it's a set benefit amount, so it'll give a breakdown as far as like preventative, diagnostic, restorative, and what the benefit payment is for each procedure code.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][NEUTRAL] Right, anything else I can do for you?
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] My pleasure. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.