AccountId: 011433970860
ContactId: 5bb52e3d-3552-44f5-8830-b72e62057d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190820 ms
Total Talk Time (AGENT): 64872 ms
Total Talk Time (CUSTOMER): 97946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5bb52e3d-3552-44f5-8830-b72e62057d20_20250102T17:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to verify eligibility for a patient and get a breakdown of benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Let's see, they have a couple of things here, um, says the group number is 70087.
[AGENT][NEUTRAL] No, ma'am, it should say a policy certificate number, inpatient, outpatient.
[AGENT][NEUTRAL] Number or is this Pru dental?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's for dental. They didn't provide their card. They just like wrote everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] They didn't.
[AGENT][NEUTRAL] Do you have their social security number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, they, no, they gave.
[CUSTOMER][NEUTRAL] A member ID number which they put down as 60801.
[AGENT][NEUTRAL] 600 0, that's the payer our payer ID number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh my gosh, and then they also put 02574163.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] That sounds like it. Hold on one moment.
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] She has down [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, does the fax back have details like frequencies for the procedure codes and all of that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, fax back would be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else you're needing?
[CUSTOMER][NEUTRAL] Um, that should be all. Is it [PII] the schedule?
[AGENT][NEUTRAL] Yes, ma'am, it's [PII].
[CUSTOMER][NEUTRAL] OK, and is there a.
[AGENT][NEUTRAL] Is the provider.
[CUSTOMER][NEUTRAL] OK and then is there a group number or anything or will that be?
[AGENT][NEUTRAL] The group number 70087.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And if that fax arrives soon, I should be fine because the patient's being seen here in about an hour and a half.
[AGENT][NEUTRAL] OK, I'll fax it to you right now.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.