AccountId: 011433970860
ContactId: 3c4a1ca7-591b-44c2-857b-5a6965f10e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222490 ms
Total Talk Time (AGENT): 68969 ms
Total Talk Time (CUSTOMER): 64906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/3c4a1ca7-591b-44c2-857b-5a6965f10e90_20250220T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII] with the North Law Family Dentistry. I just want to
[CUSTOMER][NEUTRAL] Verify some eligibility and then make sure I'm filing the claim correctly.
[AGENT][NEUTRAL] OK, I can help you um with your claim and with your benefits, [PII] um is it for a patient or is it for yourself?
[CUSTOMER][NEUTRAL] Yes, no, I'm a provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you sir and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] And I've got a member ID of 0197.
[CUSTOMER][NEUTRAL] 2555.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII]. If you send me your, uh give me your fax number, I can send you a fax back with the complete benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Great, it is uh [PII].
[AGENT][NEUTRAL] OK, I'm gonna get that ready. I'm gonna put you on a brief hold and send it over to you and then I'll come right back.
[CUSTOMER][POSITIVE] OK sounds great.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that faxed back on its way to you now and then you also said you needed help with claims?
[CUSTOMER][NEUTRAL] Yeah, I file them electronically. Uh, I've got a claims mailing address is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then I've got a payer ID of 60801.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK great that's all I needed.
[AGENT][POSITIVE] OK, well, you have a good rest of your week, [PII], and we thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye.