AccountId: 011433970860
ContactId: 3f19a344-1d6c-4182-b443-35a6a60bb913
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 868469 ms
Total Talk Time (AGENT): 152511 ms
Total Talk Time (CUSTOMER): 158942 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3f19a344-1d6c-4182-b443-35a6a60bb913_20250318T13:30_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a dental practice, Clyus Family Dental, and I wanted to see if you can, uh, verify insurance and eligibility for a patient of mine. I actually did call yesterday and I was supposed to receive a fax, but I never received the fax from you guys.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, sure, I can assist you with that information. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02141438
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, give me a second here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] The next
[AGENT][NEUTRAL] All right. And we have an effective date of [PII]. It is active at the moment. And would you like me to fax back the information or you need it verbally?
[CUSTOMER][NEUTRAL] If you can fax it, please.
[AGENT][NEUTRAL] OK, sure. Yes, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII] to your attention.
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send it while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[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. Um, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I'm in how do I know if if it was sent because I was told the same thing yesterday and I never did receive it.
[AGENT][NEUTRAL] OK. How did you get those? Is it like a regular fax or is it electronic through the computer?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Electronics.
[AGENT][NEUTRAL] OK, uh, do you want to check and see if you got it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I wait for them to send me a notification.
[CUSTOMER][POSITIVE] Thank you thank you.
[CUSTOMER][NEUTRAL] OK, yeah, I haven't received anything yet.
[AGENT][NEUTRAL] Oh yeah, OK, let me go ahead and refresh my system.
[CUSTOMER][NEUTRAL] OK, OK, I was.
[AGENT][NEUTRAL] Just to make sure.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you're like, what am I gonna do?
[CUSTOMER][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK
[AGENT][NEUTRAL] I'm just gonna wait a minute or two while I get the um.
[AGENT][NEUTRAL] The information saying that it did go through, OK?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, I had a.
[AGENT][NEUTRAL] Yeah, we get a notification.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So you get to sign up for
[CUSTOMER][NEUTRAL] Oh, from the thing you have my.
[CUSTOMER][NEGATIVE] It's bad right now. It is so bad.
[CUSTOMER][NEUTRAL] I was gonna say.
[CUSTOMER][NEUTRAL] The
[AGENT][POSITIVE] I'm gonna send that again just in case. You probably get it twice, OK? Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, that was [PII], correct?
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 9492 yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] fried chicken.
[CUSTOMER][NEUTRAL] I already
[CUSTOMER][NEGATIVE] Yeah I haven't received anything.
[AGENT][NEUTRAL] Is it connected to the phone or no, it's a separate line?
[CUSTOMER][NEUTRAL] Uh, yeah, uh, it's connected to the phone.
[AGENT][NEUTRAL] And so you may get it when you hang up, but um, let me, wait a minute or more.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And while we're waiting, can you check on preventative? It's a 100% out of network.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, um, preventative is 100%. Radiograph FMX is 80%.
[CUSTOMER][NEUTRAL] FMX is 80, OK.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Write that down. What about sea light coverage?
[AGENT][NEUTRAL] Um, sealant, um, let me go ahead and bear with me.
[CUSTOMER][NEUTRAL] 1351.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Maximum of 1 procedure every 36 months. Um, it's gonna be application made to the permanent molar teeth only and it's going to be dependent age [PII].
[CUSTOMER][NEUTRAL] Up to age [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, at 100%?
[AGENT][NEUTRAL] Yes, those are on the preventative, mhm.
[CUSTOMER][NEUTRAL] OK, up to age [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, it did say that it's send it. Do you want to check now?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Girl, I think I was more nervous than the mom.
[CUSTOMER][POSITIVE] I sure did. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're very helpful. I appreciate it.
[AGENT][NEUTRAL] Is there anything else I may help you with? No problem, Mr. [PII].
[CUSTOMER][POSITIVE] No, ma'am. No, that is it. All right. Have a great day.
[AGENT][NEUTRAL] OK, yeah, right. Do you have any other questions on the policy? OK, you as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes ma'am, that's it thank you have a good day bye bye.
[AGENT][POSITIVE] OK. You're welcome. You too. Bye bye.