AccountId: 011433970860
ContactId: 42f1312f-a468-4fdd-9af4-e1e640ad9a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143100 ms
Total Talk Time (AGENT): 88589 ms
Total Talk Time (CUSTOMER): 49486 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/42f1312f-a468-4fdd-9af4-e1e640ad9a92_20250212T17:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, I am calling to get eligibility for a patient.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go ahead and give me your name and the names policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number that I have is 01378402.
[AGENT][NEUTRAL] Alright, [PII], that sounds like a correct policy number. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] It is let's see [PII] and it is a dependent on the claim.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], thank you so much for that information. Looks like [PII], is it dependent on this dental plan. I do show the original effective date is [PII].
[AGENT][NEUTRAL] It is current and active, but I must advise that verification of coverage is not a guarantee your payment on a claim, but you did say you want to fax back a benefit. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Give me a good fax number, please.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I'm gonna repeat that fax number back, make sure I'm keying this incorrectly. That's area code [PII]. Was that the correct fax number, [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, you should receive this very detailed fax backup benefits in just a couple of minutes, and it is very detailed, every procedure code covered and how it is covered as well as frequencies and our mailing address is all on this fax back of benefits.
[CUSTOMER][NEUTRAL] And is the payer ID number on there also?
[AGENT][POSITIVE] Yes ma'am, but I'll be glad to give it to you. It's 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Yes, ma'am. Is that all I can help you with today, [PII]? Alright, thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you