AccountId: 011433970860
ContactId: 8263b35b-35e3-4a48-932b-e798241196b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414649 ms
Total Talk Time (AGENT): 107964 ms
Total Talk Time (CUSTOMER): 98395 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/8263b35b-35e3-4a48-932b-e798241196b8_20250509T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a dental office and I'm trying to check eligibility and benefits for this patient.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Freeport Family Dentistry and our number is [PII].
[AGENT][NEUTRAL] OK, thank you very much, Miss [PII] and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So her name is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the only info I have an ID number of [PII].
[CUSTOMER][NEUTRAL] Also have a social security number if you can't.
[AGENT][NEUTRAL] OK, that is actually our.
[AGENT][NEUTRAL] Payer ID number. Yes, can I get that social?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] Give me just a sec.
[AGENT][NEUTRAL] OK, I have Miss [PII] pulled up. Let me give you her correct policy number.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, what is her policy number?
[AGENT][NEUTRAL] That is 258-6539.
[CUSTOMER][NEUTRAL] OK, and what kind of insurance is this?
[AGENT][NEUTRAL] What's the name of the insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American Public, OK, I've never heard of it. Is it through the marketplace?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] And is it through an employer?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, what is the employer's name?
[AGENT][NEUTRAL] It is ATC Healthcare Services.
[AGENT][NEUTRAL] Would you like the employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Uh, is it 70069?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, great, um, I'm just trying to figure out what kind of, um, is this a PPO policy?
[AGENT][NEUTRAL] No ma'am, uh, this policy is associated with Carrington although the member does not have to uh use a Carrington provider for this, it pays on the UCR.
[AGENT][NEUTRAL] Sche the schedule if you want to give me your fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] I can send you a fax back with her complete benefit breakdown and the schedule.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, um, our number is area code 979.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry, let me know when you're ready. I apologize for that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I'm ready. I'm ready.
[CUSTOMER][NEUTRAL] Oh, sorry, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a quick hold, Miss [PII], while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Today.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, goodness, [PII].
[AGENT][NEUTRAL] Don't in that.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect I I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No ma'am, have a wonderful day.
[AGENT][POSITIVE] You too and have a blessed weekend. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You as well, yes, ma'am. Goodbye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.