AccountId: 011433970860
ContactId: 0edc83ed-0cd5-4cca-b72b-8d8426c404fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243429 ms
Total Talk Time (AGENT): 64770 ms
Total Talk Time (CUSTOMER): 108265 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0edc83ed-0cd5-4cca-b72b-8d8426c404fe_20250507T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Ear Dental and Orthodontics, um, about a mutual patients just trying to, um, check eligibility and benefits.
[AGENT][NEUTRAL] OK, and spell your first name for me?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02158624.
[AGENT][NEUTRAL] 02158624
[CUSTOMER][NEUTRAL] Yeah, 02158624 mhm.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] And a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment to pull up the policy. I'll be right back.
[CUSTOMER][NEUTRAL] Mhm right.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh no, no, they're trying to.
[CUSTOMER][NEUTRAL] So it's.
[CUSTOMER][NEUTRAL] That's what we.
[CUSTOMER][NEUTRAL] Yes, that'll be due the day that um they track.
[CUSTOMER][NEUTRAL] Oh you wanna pay now?
[CUSTOMER][NEUTRAL] I can count.
[CUSTOMER][NEUTRAL] I say that because I know you usually end up.
[CUSTOMER][NEUTRAL] But yeah, anesthesia, which is the medicine.
[CUSTOMER][NEUTRAL] And the pain I have is not infection that's.
[CUSTOMER][NEUTRAL] cavities face online.
[AGENT][NEUTRAL] Alright, I have the policy pulled up if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna let me have you sign that and then I'll scan it right back.
[CUSTOMER][NEUTRAL] Um, so near, um, [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thanks [PII] and you said that you needed eligibility and benefit information?
[CUSTOMER][NEUTRAL] Yes, so I can get a fax.
[AGENT][NEUTRAL] OK, is this for ser? Oh, so you're a dental provider. And what's your fax number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'll give you the policy effective date. It's currently active and then you should receive the schedule within the next 2 to 5 minutes. I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, it's fine to me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course on the schedule to include um it's about 6 pages 6 or 7 pages, the calendar year max deductible information um the frequencies, common limitations exclusions, and it'll list each procedure code that's covered uh under this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Any other questions?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All right, it is on its way.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Uh-huh. Thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too mm bye.