AccountId: 011433970860
ContactId: 55bd799b-64ed-4c9b-8364-4057a31c549c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523130 ms
Total Talk Time (AGENT): 97957 ms
Total Talk Time (CUSTOMER): 97482 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/55bd799b-64ed-4c9b-8364-4057a31c549c_20250128T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I was trying to check a little bit eligibility and benefits for a couple of patients.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number here is [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling from a providers?
[CUSTOMER][NEUTRAL] From a dentist's office, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, yeah, the ID number they gave me is 2558126.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm also looking for his spouse [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And what's her date of birth?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. Um, do you need this information given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Fax would be fine. Um, I don't know if email would be possible, but that'd be even better.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's more safe to send it by fax. Is that OK?
[CUSTOMER][POSITIVE] Yeah, no fax is absolutely fine.
[AGENT][NEUTRAL] OK. What is the fax number?
[CUSTOMER][NEUTRAL] Fax number here is [PII].
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, alright, let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. OK, I went ahead and send that over to you. It, it does have both of their names and it should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][NEUTRAL] Um, I just wanna make sure, does it have, um, you know, uh, filing information on there like, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to find uh like payer ID is that is that on there?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes. Yes, the payer ID fax number, and the mailing address is all in the fax back.
[CUSTOMER][NEUTRAL] OK cool and um they told me that is it like a is it based on UCR?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and it does cover out of network providers?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] OK, does it have a missing tooth cloth?
[AGENT][NEUTRAL] It does. Mhm.
[CUSTOMER][NEUTRAL] OK, and then what about like alternate benefits for like posterior fillings things like that?
[AGENT][NEGATIVE] Um, they don't downgrade or upgrade. We don't downgrade or upgrade.
[CUSTOMER][NEUTRAL] OK, just just based on the table.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Got you. OK, OK, well I will keep an eye out for that fax. um, thank you so much for your time.
[AGENT][POSITIVE] You're welcome. If you don't get it within 15 minutes, just give us a call back and we can resend it, OK?
[CUSTOMER][POSITIVE] OK appreciate it will do.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I appreciate your time.
[AGENT][POSITIVE] Mm OK. Have a good afternoon. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.