AccountId: 011433970860
ContactId: 30904356-9fdb-4449-b938-d503e46e5648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371820 ms
Total Talk Time (AGENT): 80914 ms
Total Talk Time (CUSTOMER): 66001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/30904356-9fdb-4449-b938-d503e46e5648_20250317T21:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling to pull up uh to verify eligibility for patient and also to make sure that we're in network.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and network information and may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have a callback number just in case we get disconnected and the name of the facility you're calling from for my notation.
[CUSTOMER][NEUTRAL] Yes, it's Morton Ramis Dentistry and the number is [PII].
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry. It's breaking up a little bit. All right. um, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, um, it is 02574652.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. All right, we have an effective date of [PII]. It is active at the moment and with this one there is no network. Um, we pay on usual and customary rates UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we shouldn't have any, any issues like being able to bill out and.
[AGENT][POSITIVE] Correct. Um,
[CUSTOMER][NEUTRAL] Like, as far as like since there's no network like it it there's not an issue with any of that.
[AGENT][NEUTRAL] No, uh. Do you need a um fax bag with a breakdown of the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] It's 281.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, my just totally blanked on the fax number um.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] 281407.
[CUSTOMER][NEUTRAL] 373 1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] Yeah, not a problem at all.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] No, I appreciate your help.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.