AccountId: 011433970860
ContactId: 16c7fcb2-ab49-46ac-afcc-a5f462991741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343690 ms
Total Talk Time (AGENT): 126269 ms
Total Talk Time (CUSTOMER): 78574 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/16c7fcb2-ab49-46ac-afcc-a5f462991741_20250304T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling with a dental office and we got a um claim for a patient, but it says that they're waiting for information to confirm eligibility from benefits in a card.
[AGENT][NEUTRAL] OK, OK. Yes.
[AGENT][NEUTRAL] Um, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 02594145.
[AGENT][NEUTRAL] OK, thank you. And can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. Uh, let me get her date of birth. Hold on.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII]. You did say your name is [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I see. And, and we said that we are waiting for um
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Eligibility.
[CUSTOMER][NEUTRAL] It says, yeah, it says to confirm eligibility from benefits in a card. So upon receipt of this information, we will continue processing your claim.
[AGENT][NEUTRAL] OK, um, can you tell me what the date of service is?
[CUSTOMER][NEUTRAL] Yes ma'am, let me see, it is [PII].
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Do you mind if I put you on hold for just a second?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, let's see where you at.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you for holding. I was trying to see if I could um get you better information, but what it is is for these benefits in a card, um, policies they are on a week to week basis and you know they let us know every week if the insured is staying on the plan or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the week you were talking about, we have not heard back from them yet, but when we do get that notification that claim will be um processed, it's an automatic um process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you know as soon as we get that from Benefits in a card that uh claim will be sent back through but I will um reach out to them and just see if we can go ahead and get that information and sometimes it is a couple of 3 weeks behind, you know, that's not unusual, um, but I will see what I can find out to kind of get it on track.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate that.
[AGENT][NEUTRAL] Because I'm sure that it, you are welcome and I'm sure that it's gonna go, you know, it's gonna continue on, but like I say sometimes it is kind of behind for us to find out, but like I say, I will check on this for sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much. If I could just get a reference number for this call?
[AGENT][NEUTRAL] Um, you can use my, um, name is [PII] and my last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, ma'am. Sounds good.
[CUSTOMER][POSITIVE] All right. Thank you so much and you have a wonderful rest of your day.
[AGENT][POSITIVE] You too. Thank you. And thank you for calling AT. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you bye ma'am.
[CUSTOMER][POSITIVE] Thank you.