AccountId: 011433970860
ContactId: 10553324-3904-4eb5-9f3a-35aa5e5a5bed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532260 ms
Total Talk Time (AGENT): 175266 ms
Total Talk Time (CUSTOMER): 260574 ms
Interruptions: 15
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/10553324-3904-4eb5-9f3a-35aa5e5a5bed_20250505T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII]. I'm calling from provider office to verify the eligibility and the benefit for the patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It is a direct line. There will be no extension and the number will be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Thank you and may I have the patient?
[CUSTOMER][NEUTRAL] Yeah, it is 449-499-659.
[AGENT][NEUTRAL] It has too many numbers to be one of our policy numbers. Is that a social?
[CUSTOMER][NEGATIVE] Too many members
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Uh, I think, but I do not have, I have only the, uh, that member ID only.
[AGENT][NEUTRAL] Do you have the social of the member? That's not our policy number.
[CUSTOMER][NEUTRAL] Do you have this one?
[CUSTOMER][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I have the
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It is the same that I uh that I told you, 449-499-659.
[AGENT][NEGATIVE] It's too many numbers. It has a number too much to be a social.
[CUSTOMER][NEUTRAL] There's too many numbers. I have the number too much to your social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But uh as I can see, the patient is uh give us that only as a social security number.
[AGENT][NEUTRAL] OK, you said [PII]. That's three digits. [PII] 2 digits, [PII] 5 digits.
[CUSTOMER][NEUTRAL] OK, you said [PII]. No, no, no, it is [PII] uh it is [PII], then again [PII] then at the end [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] That's too many numbers.
[CUSTOMER][NEGATIVE] That too many numbers.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's [PII], [PII]. You got, you gave me [PII].
[CUSTOMER][NEUTRAL] It's [PII]. You got you gave me [PII].
[CUSTOMER][NEUTRAL] Yeah, wait 123456789. It is a 9 number total.
[AGENT][NEUTRAL] Can you repeat that number one more time.
[CUSTOMER][NEUTRAL] It can be done
[CUSTOMER][NEUTRAL] Yeah, [PII], then [PII] then [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] What's the date of birth for Ms. [PII]?
[CUSTOMER][NEUTRAL] What's the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And this is for dental, Mr. [PII]?
[CUSTOMER][POSITIVE] You're welcome. Yeah, correct.
[AGENT][NEUTRAL] You need this information verbal or fax?
[CUSTOMER][NEUTRAL] Do you need this information verbal or.
[CUSTOMER][NEUTRAL] Uh, verbal.
[AGENT][NEUTRAL] Do you have a specific question or you need a full breakdown?
[CUSTOMER][NEUTRAL] Do you have a specific question or you need one? No, no, I have some question.
[AGENT][NEUTRAL] Go go ahead.
[CUSTOMER][NEUTRAL] Yeah, can you confirm me uh like any history that will affect the patient eligibility and benefit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the last profi I got here is [PII].
[CUSTOMER][NEUTRAL] OK, the last coy I got here is [PII].
[AGENT][NEUTRAL] Um, see, we have a root canal on 26.
[CUSTOMER][NEUTRAL] Generally one.
[CUSTOMER][NEUTRAL] See we have a route 10 from 2 to 6.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] On [PII]. OK.
[AGENT][NEUTRAL] I have a period scaling, that's 4341.
[CUSTOMER][NEUTRAL] I have a feeling it's 4341, 27, 19 or 24.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And we have the upper and the lower.
[CUSTOMER][NEUTRAL] You have the upper end
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we also have, let me see.
[CUSTOMER][NEUTRAL] We also have
[CUSTOMER][NEUTRAL] Can you confirm with the codes?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I have to go all the way back one moment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, uh, let me start again. On [PII], we have a 1110.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me start again. OK. On [PII] we have a 1110. OK.
[AGENT][NEUTRAL] On [PII], we have a 3310.
[CUSTOMER][NEUTRAL] On [PII] we have a 331066.
[AGENT][NEUTRAL] 26
[AGENT][NEUTRAL] On on [PII], we have a 4341.
[CUSTOMER][NEUTRAL] On [PII] we have a 4341. OK.
[AGENT][NEUTRAL] On [PII], we have a 4342.
[CUSTOMER][NEUTRAL] On [PII] we have a 4342.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we have in [PII], we have a 4341, and this one is still left.
[CUSTOMER][NEUTRAL] Um, we have in [PII], we have a 4341 and 2029.
[AGENT][NEUTRAL] The other one was the upper right and then the other one is the lower right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, and then on [PII], we have a 4341.
[CUSTOMER][NEUTRAL] Um, and then on [PII], we have a 4341 no less.
[AGENT][NEUTRAL] No left.
[AGENT][NEUTRAL] All right. On [PII], we have a 2950 on 23.
[CUSTOMER][NEUTRAL] Alright, on [PII], we have a 2950 123. OK.
[AGENT][NEUTRAL] And we have a 2740 on 23.
[CUSTOMER][NEUTRAL] And we have a 2740 on 23.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh next to uh.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Looks like that's gonna be all the history.
[CUSTOMER][NEUTRAL] that's gonna be OK, and one more question, like, can you please confirm me that provider is in or out?
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][NEGATIVE] There's no network on this one. OK, there is no network.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it is an EPO plan or?
[AGENT][NEUTRAL] Commercial.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Commercial.
[CUSTOMER][NEUTRAL] Commercial. OK, it is a commercial plan. There is uh no network.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And what we can take at uh in free schedule.
[AGENT][NEUTRAL] You're showing customer rate, that's what we pay under UCR.
[CUSTOMER][NEUTRAL] You're showing customer rate of what we pay on the UCR OK, UCR.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh any downgrade in this policy?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No OK no.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you provide me the reference number and your name?
[AGENT][NEUTRAL] My name is [PII]. That's S as in Sam, [PII] as in Oscar, [PII] as in Lima. Last initial is [PII], and there's no reference number.
[CUSTOMER][NEUTRAL] My name is So S as in Sam, O as in Oscar, L as in Lima. Last initial is M as in [PII], the number. OK.
[CUSTOMER][POSITIVE] There is no reference number. OK, no issue.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] So [PII]. OK. Thank you so much for the uh information. Like that's what I want.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Well, thank you for calling APL. You have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Well thank you for calling APR you have a good day. Yeah, yeah, bye bye, same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.