AccountId: 011433970860
ContactId: 52fff02e-7906-463d-84b2-fb9d9b94ceb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208100 ms
Total Talk Time (AGENT): 86595 ms
Total Talk Time (CUSTOMER): 35836 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/52fff02e-7906-463d-84b2-fb9d9b94ceb4_20250325T20:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just calling to get eligibility please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And a good call back number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, let me get that one second.
[CUSTOMER][NEUTRAL] OK, policy number is 00614966.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII] [PII].
[AGENT][NEUTRAL] Alright thank you and this is for dental eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you, [PII]. I can help you with that. I am showing that Crystal's policy is active. The effective date is [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, just a fax back please.
[AGENT][POSITIVE] Alright, bear with me just one moment, let me get that prepared for you and I will get that on the way.
[AGENT][NEUTRAL] And she does follow the Carrington fee schedule and that is option C.
[AGENT][NEUTRAL] Getting that pulled up bear with me.
[AGENT][NEUTRAL] And on that fax back you will get the cal uh calendar, your max, deductibles, frequencies, limitations, our billing information will be listed as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the benefit amount is the amount that we pay for toward the covered procedures.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just another minute and I'll get that fax number from you and get this on the way.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Can I put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] And do you spell your name with an H or without an H?
[CUSTOMER][POSITIVE] With with an H, thank you, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that fax number, [PII]?
[CUSTOMER][NEUTRAL] 281
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to verify that fax number I'm sending this to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll be it. Thank you, ma'am. Have a good day bye.
[AGENT][POSITIVE] I hope you have a great day.