AccountId: 011433970860
ContactId: 183119bb-75ef-456c-bf6b-5f8d581eb729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349480 ms
Total Talk Time (AGENT): 114944 ms
Total Talk Time (CUSTOMER): 102251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/183119bb-75ef-456c-bf6b-5f8d581eb729_20241230T16:55_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can you spell your name please?
[AGENT][NEUTRAL] It's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm calling from Merchant Square Dental. I'm just trying to get a breakdown for this patient.
[CUSTOMER][NEUTRAL] like if
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Uh, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, yeah, it's uh [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02573602
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And did you need to verify benefits or check on the status of the claim?
[CUSTOMER][NEGATIVE] Uh, no, no, no benefits.
[AGENT][NEUTRAL] OK, and just let me.
[CUSTOMER][NEUTRAL] Uh, effective date.
[AGENT][NEUTRAL] OK. This submit advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. Well, I'm sorry, it was [PII]. That was the effective date. Yes, [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date and policy is still active.
[CUSTOMER][NEUTRAL] So it's uh.
[CUSTOMER][NEUTRAL] OK, it's a calendar year?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And uh how much is the maximum allowance?
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] OK, I'm still waiting on my system. One moment.
[CUSTOMER][POSITIVE] Yeah, yeah, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, how you doing? This is [PII] from Merchant Square.
[CUSTOMER][NEUTRAL] Tomorrow starting at.
[AGENT][NEUTRAL] OK, I apologize. I'm having issues with my system. It's not pulling up the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sir. Yes, we are having issues with our system. Could you give us a call back in about 10 to 15 minutes, um, while I work on this thing?
[CUSTOMER][NEUTRAL] So do you want to call, do you want to call, you want to call back?
[AGENT][NEUTRAL] Um, yes, sir. You can give us a call back and anyone in the claims department could further assist you once we get the system back up and going, where the benefits will come up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem. At least can you be able to check, uh, uh, that how much, uh, the group name, group number, and your schedule Per ID.
[CUSTOMER][NEUTRAL] Did you wanna come in later maybe?
[AGENT][NEUTRAL] Yes, the pair ID is 60801.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes sir, that's the pair ID.
[CUSTOMER][NEUTRAL] And group
[AGENT][NEUTRAL] And the, the group name is Creative Circle LLC.
[CUSTOMER][NEUTRAL] Group name.
[CUSTOMER][NEUTRAL] It is Creative circle LLC and group number?
[AGENT][NEUTRAL] The group number is 70,030.
[CUSTOMER][NEUTRAL] That's it, OK, so.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So do you want to transfer me to somebody else or if you can.
[AGENT][NEUTRAL] Um, no, we're all having the same issue at this time. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] I have a few codes, you know, uh, like, you know how much money used with the patient, individual deductible, family deductible, preventative, basic and major.
[AGENT][NEUTRAL] Um, yes, sir. That, that will be on the fee scheduling right now. We're not able to upload that information. It's not coming up on the system.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, so can you, can you able to transfer me to somebody else or should I call back?
[AGENT][NEGATIVE] No, sir, because, yeah, give us a call back because we're all having the same issue at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. OK, thank you, bye.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] You too bye.