AccountId: 011433970860
ContactId: 262b3224-f90a-4ed9-a94a-478521ebf875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283690 ms
Total Talk Time (AGENT): 82694 ms
Total Talk Time (CUSTOMER): 77456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/262b3224-f90a-4ed9-a94a-478521ebf875_20250409T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] and I'm calling to check eligibility please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, the ID number?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] 092-844-043
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One digit too long. Um, do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Um worn, [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is this for dental benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You get the
[AGENT][NEUTRAL] OK, um, let me give you her policy number. Um, I'm
[AGENT][NEUTRAL] So that is 261-3037.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, should we list that as her ID number or?
[AGENT][NEUTRAL] Yes, um, if you can list that as the ID number, and then do you have her birthday?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, it shows the policy is effective [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, now I don't think we're in network. Does she have out of network benefits?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] So we don't require a network to be utilized, um, but let me see if she can use um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just one moment, pulling that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, yeah, it looks like there's no network for this policy.
[CUSTOMER][NEUTRAL] OK, so it will pay even though we're out of network?
[AGENT][POSITIVE] Correct, they can use any provider they like.
[CUSTOMER][NEUTRAL] OK, and what is her plan percentage?
[AGENT][NEUTRAL] Um, this is not a guarantee of payment. It's a basic outline of the policy. Um, I can fax over a fax back that outlines everything, or we can go over it.
[CUSTOMER][POSITIVE] That, yes, that would be great.
[AGENT][NEUTRAL] OK, what's your?
[CUSTOMER][NEUTRAL] Um, I'll give you our fax number, mhm, it's 803.
[CUSTOMER][NEUTRAL] 788.
[CUSTOMER][NEUTRAL] 2554.
[AGENT][NEUTRAL] OK, and just put it to your attention.
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] OK, just give me about 2.
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][NEUTRAL] Yes, it'll just be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK well thank you so much I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.