AccountId: 011433970860
ContactId: 817d100c-3321-49e7-8b25-97e576cd2e0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158360 ms
Total Talk Time (AGENT): 58702 ms
Total Talk Time (CUSTOMER): 67329 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/817d100c-3321-49e7-8b25-97e576cd2e0a_20241231T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Sandy Springs Dental. I received an EOB and I just have a question about it, um.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, absolutely, we can, yeah, we can take a look at it. Do you have the uh claim number, policy number?
[CUSTOMER][NEUTRAL] If you can
[CUSTOMER][NEUTRAL] OK, the policy number, oh, I got the claim number. It is um it's 354.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3740.
[AGENT][NEUTRAL] All right, let me pull this up here.
[AGENT][NEUTRAL] All right. And then if you could just verify with me uh the patient name and date of birth.
[CUSTOMER][NEUTRAL] Yes, they have her name spelled wrong. Her name is actually [PII].
[AGENT][NEUTRAL] Oh, yeah. Uh-huh.
[CUSTOMER][NEUTRAL] And her her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] I just didn't understand the note on the back of it.
[CUSTOMER][NEUTRAL] Um, because it says we're awaiting information to confirm eligibility from a benefits and a card.
[AGENT][NEUTRAL] Oh, OK, yeah, I see that.
[AGENT][NEUTRAL] So they're just awaiting eligibility from the employer um.
[AGENT][NEUTRAL] Benefits in a card, yeah, it's like the part of the employer like third party, so that's what that is, sorry about that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, because I felt like she I I she's cover she has coverage right? because when I.
[AGENT][NEUTRAL] Mhm, yeah, I mean.
[CUSTOMER][NEUTRAL] When, when I called, I, I, yeah, I was gonna say when I called I thought it said spouse, um, I thought it said both of them, the, the employer or an employee and the spouse, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes. So, yeah, no, everything is still active. Effective date is [PII]. There's no lapse or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so this is, I don't really need to do it's just on the insurance part, right?
[AGENT][POSITIVE] Yeah, yeah, exactly, yeah.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for checking on that for me.
[AGENT][POSITIVE] You're welcome. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too uh huh bye bye.
[AGENT][POSITIVE] Bye bye thank