AccountId: 011433970860
ContactId: 11d6c751-9553-4710-9647-34fbcf1759d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199380 ms
Total Talk Time (AGENT): 98557 ms
Total Talk Time (CUSTOMER): 87293 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/11d6c751-9553-4710-9647-34fbcf1759d6_20250205T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to check patient eligibility and benefits.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Uh-huh. It's for dental benefits.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Sure, OK, um, can I, yeah, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02571267.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a copy of the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK, my fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly, uh, that was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will get that sent to you. You should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with? Yes.
[CUSTOMER][NEUTRAL] OK, and I have a coup, yes ma'am. So this claim, is it gonna go to Kerain or is it gonna go to the APL?
[AGENT][NEUTRAL] The claims would go to us, uh, this plan is in the Carrington PTO network.
[CUSTOMER][NEUTRAL] OK, and the name of the um.
[CUSTOMER][NEUTRAL] Employer, I have Kaa in North America. What is the employee you have on file for this?
[AGENT][NEUTRAL] Um, I've got it as Hamilton Reker, um, but I, most of the time these are like temp agencies, so that might be their actual employer. This might just be the temp agency.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I just put Hamilton and that's group number policy number and you said bill it to APA APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL, yes.
[CUSTOMER][NEUTRAL] OK, APL and what is your?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ED uh electronic payer ID number.
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] 6080
[AGENT][NEUTRAL] 801, yes.
[CUSTOMER][NEUTRAL] OK, and the client's mailing address is [PII].
[AGENT][NEUTRAL] That is correct, yes, and then I've also got a fax number if you'd like, [PII].
[CUSTOMER][NEUTRAL] OK, what's that fax number?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and does the patient have any claim dental claim history?
[AGENT][NEUTRAL] Uh, let me see if I've got anything on file for them. Give me just a moment.
[AGENT][NEUTRAL] No, I do not have any history for this number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.