AccountId: 011433970860
ContactId: 7aae8e3e-7b6d-4ce8-9918-e124cb7064c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315049 ms
Total Talk Time (AGENT): 69070 ms
Total Talk Time (CUSTOMER): 70466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7aae8e3e-7b6d-4ce8-9918-e124cb7064c4_20250128T19:57_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm sorry, I'm calling from a provider's office. What, what did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. I need to get dental benefits on a patient please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] And member ID is 614434.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility. [PII]'s policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Hey, I'm sorry about that hold. I had a patient at the window, um.
[CUSTOMER][NEUTRAL] Alright, so Ms. [PII], I just needed to get a dental breakdown of her coverage. Is there a chance I can get a fax back on that?
[AGENT][NEUTRAL] Sure, I can send you a face back. Can I have a
[AGENT][NEUTRAL] Can I have your fax bank number?
[CUSTOMER][NEUTRAL] It is [PII]. Will that include any history that she has?
[AGENT][NEUTRAL] No, it only will include the patient's name, policy number, effective date, coverage type, um, calendar year max, yearly deductible, frequencies, limitations, where to submit a claim, covered procedure codes, the descriptions, and the benefits that we will pay per procedure code.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so could you provide me with any history that may affect your frequencies and then I'll just use the fax for everything.
[AGENT][NEUTRAL] What is the first procedure code?
[CUSTOMER][NEUTRAL] Let's see, she's coming in 401-20.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] 0120.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She had this done [PII].
[CUSTOMER][NEUTRAL] Alright, and AD 1110?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 0274.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, and I believe that's all that I need. I'll just wait on that fax for everything else. Thank you.
[AGENT][NEUTRAL] Alright, so you said the fax number is [PII] attention to terror.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi [PII], is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day. Good bye.
[CUSTOMER][NEUTRAL] You too bye bye.