AccountId: 011433970860
ContactId: 4043bb5c-f6e2-44d7-8ea3-31ae234a97fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167470 ms
Total Talk Time (AGENT): 71681 ms
Total Talk Time (CUSTOMER): 74090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4043bb5c-f6e2-44d7-8ea3-31ae234a97fd_20250106T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to see about checking on a patient's benefits to see if we could get a fax back.
[AGENT][NEUTRAL] OK, I can help you. You're a dental provider?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the policy number and a good phone number for you?
[CUSTOMER][NEUTRAL] Um, it looks like the group number is 70073.
[AGENT][NEUTRAL] If you have the card, it's gonna be the.
[CUSTOMER][NEUTRAL] And our
[AGENT][NEUTRAL] Policy number on the card starts with a 0.
[AGENT][NEUTRAL] Well, no, it doesn't start with the 0 for dental.
[CUSTOMER][NEUTRAL] Uh, oh, OK, the patients, the, the patient's subscriber ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's 02439172.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you were gonna give me your phone number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that. So I'm showing an effective date of [PII].
[AGENT][NEUTRAL] [PII] it looks like this policy is active at this time and did you say you wanted the schedule of benefits faxed to you?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't show any claims on file for [PII].
[AGENT][NEGATIVE] And I don't show anything at this moment has been paid out for [PII], it looks like.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah, it looks like we still have something pending for December. We saw him on December, uh, for a limited evaluation. Uh, we saw him on the [PII] and then he was seen right afterwards for a root canal, so.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, looks like that's in process.
[AGENT][NEUTRAL] Or you may have, have you received an explanation regarding that data service?
[CUSTOMER][NEUTRAL] No we have not yet.
[AGENT][NEUTRAL] OK, you should be receiving it shortly, um, so do you have a schedule or no already?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's, well, we have it from [PII], so we'd like to just verify that it's the same for [PII].
[AGENT][NEUTRAL] It's the same.
[AGENT][NEUTRAL] Yeah, they have the same policy.
[CUSTOMER][NEUTRAL] OK, alright, that's.
[CUSTOMER][POSITIVE] OK, OK, great, um, I appreciate that and I will note it.
[AGENT][POSITIVE] OK, well, if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Uh bye bye.