AccountId: 011433970860
ContactId: 5ba6c596-44f6-46a0-8ba9-0580a4705e80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228279 ms
Total Talk Time (AGENT): 117000 ms
Total Talk Time (CUSTOMER): 82072 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5ba6c596-44f6-46a0-8ba9-0580a4705e80_20250130T17:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling on behalf of the dental office to check on benefits for a patient today. Can you please help me with that?
[AGENT][POSITIVE] [PII], it would be a pleasure to help you with those dental benefits. What is the good callback number for you?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the number that I have for the patient, yeah, that is going to be 02087885.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy, um, the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's [PII] with the date of birth, [PII].
[AGENT][POSITIVE] Thank you, [PII], and I can help you with that eligibility and benefits for [PII]. I am showing that his policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][POSITIVE] And I actually have a breakdown. I can fax to you if you would be interested. It has all the policy information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] on.
[CUSTOMER][NEUTRAL] Uh, you can send me the fax.
[AGENT][NEUTRAL] All right. Let me get that now on this fax.
[AGENT][NEUTRAL] [PII], you're gonna get the calendar year max, deductibles, frequencies, limitation, and you'll also get our billing address, payer ID, and fax number.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy does not participate in a network, we pay a percentage of UCR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The the fax back does not have the payer ID I mean, I'm sorry, the group name and number if you need that I can provide that as well.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, you can tell me that group name and number.
[AGENT][POSITIVE] All right, let me get that for you.
[AGENT][NEUTRAL] The group number?
[AGENT][NEUTRAL] [PII] is 15948.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group number, I'm sorry, the group name is Universal Trucking.
[AGENT][NEUTRAL] And it's Jeff Foster Trucking is the last part of that group name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And apart from the term plan, there is no and no.
[AGENT][NEUTRAL] And [PII], what is the fax number?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I am sending this to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, that's right. Perfect.
[AGENT][NEUTRAL] All right, one moment please sir while I complete that fax.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And.
[AGENT][POSITIVE] All right. [PII], that is on the way for you. You should be receiving that any moment. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, thank you then. I'm done with all the questions for this patient. Thank you for your help.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] You too. Have a great day. Bye-bye. Stay safe and thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.