AccountId: 011433970860
ContactId: 7ceed9e8-636c-4d94-b2e1-7d3efe04fb99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198160 ms
Total Talk Time (AGENT): 94957 ms
Total Talk Time (CUSTOMER): 58765 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/2025/06/03/7ceed9e8-636c-4d94-b2e1-7d3efe04fb99_20250603T15:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL Cara. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on a member's eligibility for an appointment tomorrow.
[AGENT][NEUTRAL] Sure, I could check out eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, then do you have that policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 313-619
[AGENT][NEUTRAL] OK, um, so that's not going to be one of our policy numbers [PII], um.
[AGENT][NEUTRAL] Do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] OK, let me pull it up and let's see. I do it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and if I could get the correct number ID that would be great.
[AGENT][POSITIVE] Absolutely, absolutely. Give me just a moment.
[AGENT][NEUTRAL] Uh, what was the name for this number?
[CUSTOMER][NEUTRAL] [PII] or it could be under [PII].
[AGENT][NEUTRAL] OK, do you have his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that. OK. And was this for um dental or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] All right. I've got the correct policy number ready whenever you are.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 46.
[AGENT][NEUTRAL] 91
[AGENT][NEUTRAL] 80
[CUSTOMER][NEUTRAL] OK, and can I just get the payer ID as well to make sure um.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Yeah, of course, um, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and then it's PO Box 248,950?
[AGENT][NEUTRAL] And this
[AGENT][NEUTRAL] Yeah, in [PII], yes, yes, um, and this policy is active, um, the effective date was [PII]. Um, let me verify that group number is 21819.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group number.
[CUSTOMER][NEUTRAL] Alright, sounds good and you guys do take electronic um claims, right?
[AGENT][NEUTRAL] And it's like.
[AGENT][NEUTRAL] Absolutely, um, and if you'd like, [PII], I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] 802.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 253.
[CUSTOMER][NEUTRAL] 7025
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK sounds good um, no, ma'am, that should be great.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.