AccountId: 011433970860
ContactId: 6510409f-f460-45b1-8b64-a74ae3bfe8e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174220 ms
Total Talk Time (AGENT): 64133 ms
Total Talk Time (CUSTOMER): 99637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6510409f-f460-45b1-8b64-a74ae3bfe8e6_20250403T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a dental provider's office, and we have got a patient coming in, um, and I was just needing to verify, um, eligibility and benefits. Do you guys do a fax back? I know usually we can pull it on the portal, but the American public life is what I'm unfamiliar with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is it a dental, dental benefits or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, now they're not on the website, but I could fax you a schedule of benefits if you'd like.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, yes, that would be wonderful, um, will it have the, the codes on there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, yes, and let me give you our fax number.
[AGENT][NEUTRAL] Can, can you
[AGENT][NEUTRAL] OK, can you give spell your first name for me?
[CUSTOMER][NEUTRAL] Uh huh, it's [PII]
[AGENT][NEUTRAL] OK, and the fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is 02594813.
[AGENT][NEUTRAL] OK, thank you. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information, [PII].
[AGENT][NEUTRAL] Uh, you should receive the schedule within the next, um,
[AGENT][NEUTRAL] 2 to 5 minutes, um, the schedule will include also.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] Oh awesome, OK, it'll have all the details on there?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, in addition to the procedure codes that are covered, um, which would be preventive and basic, major is not covered, of course it'll have the calendar your maximum and deductible information frequencies, um, common limitations, exclusions, claims mailing address, payer ID, and fax number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then, um, do you guys accept assignment of benefits? I know this is when we're out of network with.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect all right all right well uh thank you so much for your help and I will look for that fax OK?
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] All right, you should be receiving it in a few minutes, OK. Anything else?
[CUSTOMER][POSITIVE] OK, no, ma'am, that's it thank you.
[AGENT][POSITIVE] You're welcome [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.