AccountId: 011433970860
ContactId: 838632f7-6d8e-4cb6-bfb4-ed4c9411c859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307420 ms
Total Talk Time (AGENT): 148054 ms
Total Talk Time (CUSTOMER): 101977 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/838632f7-6d8e-4cb6-bfb4-ed4c9411c859_20250306T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify insurance.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please? Excuse me.
[CUSTOMER][NEUTRAL] Um, looks like 02545716.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and see, verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], I mean I don't know why I'm stuck on this [PII] name [PII], um, birthday.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello ma'am, it's [PII]. Birthday is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, and this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let's see. Um, showing that her effective date is [PII], and she is active on the policy.
[AGENT][NEUTRAL] And I just need an eligibility or benefits as well.
[CUSTOMER][NEUTRAL] Um, I would like benefits as well, which she's trying to get um preventative coverage today, so I just wanna know what you cover or if she has a copay.
[AGENT][NEUTRAL] Uh, well, with this policy, um, not a guarantee of payment, just a verification of coverage. She has a benefit max of $500 per calendar year with a $50 deductible that applies to everything but preventive. Preventive pays 100% of UCR, basic, basic restorative FMX panoramic pays 80% and no major services are covered. And if you like, I can send you a fax back if you need it.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, let's see. And Miss [PII], uh, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can send this off to you in a few moments.
[AGENT][NEUTRAL] Um, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] And what's your name?
[CUSTOMER][POSITIVE] Hm, that's so funny because next door, have you ever heard of [PII]'s Chicken and Waffles?
[AGENT][NEUTRAL] No, are you in [PII]? No.
[CUSTOMER][NEUTRAL] No, I'm in [PII].
[AGENT][POSITIVE] That is, that sounds delicious. Uh, but I know there's
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I think I know what I want for lunch.
[CUSTOMER][POSITIVE] Oh my goodness, yes.
[AGENT][NEUTRAL] But uh I know in [PII] there's a restaurant named Kiki, and I was thinking if I ever go to [PII], I need to go to that restaurant.
[CUSTOMER][NEUTRAL] Yeah, we have a Kiki's chicken and waffle.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Because I, every time people hear Kiki, they start singing that Drake song and it's like, please stop.
[CUSTOMER][NEUTRAL] Oh yeah, I don't ever think about that song because I never really liked it, but yeah, I got you. That's funny.
[AGENT][MIXED] Yeah, it's not my favorite, but when it came out, I had co-workers and people on the phone singing it to me and it's like, OK, I've never heard of it before, but OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what is the payer ID?
[AGENT][NEUTRAL] Uh, it's 60801. And Ms. [PII], spell your name for me to make sure I have it spelled correctly.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I put [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. 57299. OK, and I'm sending this off to you in a few moments, uh, and it has the payer ID, mail address, and fax number for claims.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, could you tell me that payer ID one more time though just in just in case.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, and that's all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Miss [PII]. You have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.