AccountId: 011433970860
ContactId: 4f23168a-7211-4dea-8c9e-32d657d4cbc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300899 ms
Total Talk Time (AGENT): 79783 ms
Total Talk Time (CUSTOMER): 122761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4f23168a-7211-4dea-8c9e-32d657d4cbc2_20250609T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling on behalf of the dental office, and I'm looking for the eligibility and benefit for the one patient on a recording line. Could you help me with that, please?
[AGENT][POSITIVE] Yes, I can help you with benefits and eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] It would be 248-3984.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Sorry, and last name would be [PII]. First name will be [PII]. Date of birth will be [PII].
[CUSTOMER][NEUTRAL] Yeah, right,
[AGENT][NEUTRAL] It looks like this policy is active and effective for 8 2024.
[AGENT][NEUTRAL] Um, I can send over a fax back that gives frequency duration and all of the codes listed under the policy, unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] OK, so if I do that it's for one off.
[AGENT][NEUTRAL] 48 2024.
[CUSTOMER][NEUTRAL] 48 of 2024 and group name and group number will be there.
[AGENT][NEUTRAL] Number 70044.
[CUSTOMER][NEUTRAL] And you also.
[AGENT][NEUTRAL] And the name is the Mega.
[CUSTOMER][NEUTRAL] 70044.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And group name is the Mega Force Staffing Group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] next
[CUSTOMER][NEGATIVE] And uh for serious components are downgraded.
[CUSTOMER][NEUTRAL] That information will be there, downgrade the information.
[AGENT][NEGATIVE] And there's no downgrades. There is a missing tooth cloth.
[CUSTOMER][NEUTRAL] Reading to your um.
[CUSTOMER][NEUTRAL] OK, waiting period?
[AGENT][NEUTRAL] Still waiting for.
[CUSTOMER][NEUTRAL] OK. And provider would be network or out of network?
[AGENT][NEUTRAL] Um, I'm not sure the networks [PII] and I can give you their number to check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] trying to
[CUSTOMER][NEUTRAL] OK, so we are in. OK, and history would be there on the fax.
[AGENT][NEUTRAL] Um, let me see if they have any
[CUSTOMER][NEUTRAL] There is an option
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, looks like, uh, there's no history that affects, uh, frequency and duration, but they have used $62.40.
[CUSTOMER][NEUTRAL] you guys
[CUSTOMER][NEUTRAL] $62.40.
[CUSTOMER][NEUTRAL] And deductible?
[AGENT][NEUTRAL] Um, deductible.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] someone.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the use of the.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mobile.
[AGENT][NEUTRAL] Uh, they've met their deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'll get in.
[CUSTOMER][NEUTRAL] OK. Should I give the num fax number to?
[AGENT][NEUTRAL] Yes, what is it?
[CUSTOMER][NEUTRAL] Fax number would be [PII].
[AGENT][NEUTRAL] OK, that's [PII], correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] And the car reference number?
[AGENT][NEUTRAL] That's my name and today's date.
[CUSTOMER][POSITIVE] Great. Thank you so much, [PII], for your help. Nice to talk to you. Bye for now and have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.