AccountId: 011433970860
ContactId: 09f12c27-a9ab-4921-a716-619ee193e2e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 92018 ms
Total Talk Time (CUSTOMER): 109833 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/09f12c27-a9ab-4921-a716-619ee193e2e8_20250415T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling uh from a dental provider's office and I'm calling to check on benefits eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 02574140.
[AGENT][NEUTRAL] All right, thank you. And then if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you. So patient is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you guys need go ahead I'm sorry.
[CUSTOMER][NEUTRAL] Is this OK? I guess I need the card, but I'm no, I was just gonna say the card that he gave me, he wasn't sure to sure about everything on it. Where do I bill claims to and.
[AGENT][POSITIVE] Yeah, no, absolutely, yeah, no, so if you want to, I'm happy to give you that and then we can also send over a fax back with a breakdown of benefits if that's helpful.
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][POSITIVE] Yeah, that would be that would be good, yeah.
[AGENT][NEUTRAL] Yeah, absolutely. OK, so we have a payer ID. Would you like that?
[CUSTOMER][NEUTRAL] Is that 0 or 60801?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it go to [PII]?
[AGENT][NEUTRAL] Um, so it's actually gonna go to American Public Life.
[CUSTOMER][NEUTRAL] OK, and is that the [PII]?
[AGENT][NEUTRAL] Yes, ma'am, in [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII]. OK, alright, so that's, that's, I just wanted to make sure on the from the card I'll set that up that way now he, he also wasn't sure of the group name, um, is that through Premier like he said, do you have the name of where the employer that I work for? I said, well, we have Premier Premier employee solutions, yep, that's where I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that sound
[AGENT][POSITIVE] So on here, that's funny. So on here it's.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] So on here it's listed as partnerser management services.
[CUSTOMER][NEUTRAL] Management services OK.
[AGENT][NEUTRAL] And there's um a group number too if you need that.
[CUSTOMER][NEUTRAL] No, I do have the group 70087.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, I have that.
[CUSTOMER][NEUTRAL] OK, so maybe, maybe that's what it was called at one time. I don't know.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] That's funny.
[CUSTOMER][NEUTRAL] I don't put anything past him.
[AGENT][NEUTRAL] Yeah, yeah
[AGENT][NEUTRAL] Oh, [PII], right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so yeah, if you, I'll give you the fax number and then if you could just fax me a list of benefits that would be good.
[AGENT][POSITIVE] Oh yeah, absolutely. What's the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, just to confirm, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, and should I mark that attention to you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, it doesn't matter. I'll get it.
[AGENT][NEUTRAL] OK, alright, I will send that right now, so give it about 5 minutes, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] And you have a good day you too bye bye.
[AGENT][NEUTRAL] Bye.