AccountId: 011433970860
ContactId: 6ed3ea5d-6b87-49a8-ae6c-04bd769b4c10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136830 ms
Total Talk Time (AGENT): 69319 ms
Total Talk Time (CUSTOMER): 42093 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6ed3ea5d-6b87-49a8-ae6c-04bd769b4c10_20250214T14:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Century Medical and Dental Center. Can you please help me with eligibility and benefits for a member?
[AGENT][NEUTRAL] I can. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 645-56.
[AGENT][NEUTRAL] That's a payer ID number.
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] It's not the same.
[CUSTOMER][NEUTRAL] All right. Uh, what about 02490697?
[AGENT][NEUTRAL] OK, thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information and we're checking eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes, benefits for office visits, uh, with PCP and.
[AGENT][NEUTRAL] Is this for service in a
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] This policy is active at this time.
[AGENT][NEUTRAL] And I do have the benefits for you. I'm showing for an office visit. The benefit is up to $75 per day.
[AGENT][NEUTRAL] Maximum number of days per calendar year are 5 and information provided is verification, not a guarantee of payment currently.
[AGENT][NEUTRAL] Of the 5.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show any of the visits used for [PII] at this time.
[CUSTOMER][NEUTRAL] OK, good, thank you. That's all that I need. And in the end, could you please give me a reference number for this call?
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference, [PII], and any other questions?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Goodbye.