AccountId: 011433970860
ContactId: 4c1850dc-1fe4-40cb-b81a-3730ea64f0d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203539 ms
Total Talk Time (AGENT): 72127 ms
Total Talk Time (CUSTOMER): 72395 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4c1850dc-1fe4-40cb-b81a-3730ea64f0d5_20250612T19:14_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um my name is [PII]. I'm trying to get the eligibility and I'm trying to see if we're network with the patient's plan.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility and benefits, [PII]. Do we have their policy number?
[CUSTOMER][NEUTRAL] I only have their social is that OK?
[AGENT][NEUTRAL] Yeah, we can look it up by social. Give me just a sec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is their social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if I can get their first and last name?
[CUSTOMER][NEUTRAL] It's going to be for dependent uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] So, patient is active. Are we looking for dental coverage or medical?
[CUSTOMER][NEUTRAL] Uh, for dental.
[AGENT][NEUTRAL] OK. Uh, they do have an active dental plan. Effective date is [PII]. Would you like the policy number?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] Policy number is going to be 01246519.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] It looks like the
[CUSTOMER][NEUTRAL] And then are we going to.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Oh go ahead.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] I was just gonna say there's no network um needed for usage it looks like the patients plan just pays off of UCR.
[CUSTOMER][NEUTRAL] They pay off UCR correct?
[AGENT][POSITIVE] Correct, yes, and if you need we can send you a fax back with a breakdown of benefits also.
[CUSTOMER][POSITIVE] OK, no worries, and then yes, that would be great. I just wanted to know by any chance, do you guys have a fee schedule?
[AGENT][NEUTRAL] Uh, no, no fee schedule.
[CUSTOMER][NEUTRAL] OK, so when it comes to sending out claims or anything, we would just keep it as the fee schedule as none.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect thank you um and then other than that uh could I just get her payer ID number and then I can pass your fax number so we can get that fax.
[AGENT][NEUTRAL] Yeah, absolutely payer ID is 60801.
[CUSTOMER][POSITIVE] OK perfect thank you and then our fax number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, give that about 5 minutes and it should be on its way, OK?
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.