AccountId: 011433970860
ContactId: 8426aec5-3932-48f7-b3ce-5efcb0268157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175639 ms
Total Talk Time (AGENT): 72427 ms
Total Talk Time (CUSTOMER): 90494 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8426aec5-3932-48f7-b3ce-5efcb0268157_20250507T14:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Hi, thank you for taking my call.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My name is [PII]. Um, I'm calling, I have a patient, uh, that has your insurance, and I'd like to, uh, find out, you know, about the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coverage
[AGENT][NEUTRAL] Verify benefits and eligibility for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I have the policy certificate as 02594137.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Let's see, I thought that you had a New York accent and verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Thank you, ma'am. And this is for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy and you just need a general breakdown of benefits.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, can you send me that by fax or by email?
[AGENT][POSITIVE] Uh, yes, ma'am. I can definitely send you a fax back. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I will send this off to you in a few moments. Uh, is there anything else I can assist you with today before you get the fax back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, sure. What is the payer ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] One OK and um am I putting it into my system as APL or am I putting it into the system as Carrington?
[AGENT][NEUTRAL] At [PII]
[AGENT][NEUTRAL] No, ma'am, APL.
[CUSTOMER][NEUTRAL] APL OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, um, now, um.
[CUSTOMER][NEUTRAL] Can you check if I, I give you our tax ID if I have to submit a W9 to you?
[AGENT][NEUTRAL] Uh, you don't have to, but it's, um, it's not really a requirement.
[CUSTOMER][NEUTRAL] Oh, OK, but so you know we will get paid.
[AGENT][NEUTRAL] Yes ma'am, any benefits payable if y'all submit and then it's assigned that will go to the provider.
[CUSTOMER][POSITIVE] OK. Thank you so very much. I appreciate your help.
[AGENT][POSITIVE] Yes ma'am and thank you for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Have a great day. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.