AccountId: 011433970860
ContactId: 8662e537-eecf-405d-9e5b-425c0d7d43a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302420 ms
Total Talk Time (AGENT): 74666 ms
Total Talk Time (CUSTOMER): 115187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8662e537-eecf-405d-9e5b-425c0d7d43a9_20250506T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from our provider's office. I'm trying to see if a patient has uh benefits through y'all.
[AGENT][NEUTRAL] OK, is this, is it an office setting or outpatient facility?
[CUSTOMER][NEUTRAL] Office setting.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, I don't have a policy number. I have a social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK, and that is uh [PII].
[AGENT][NEUTRAL] OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Dang, it's coming down.
[AGENT][NEGATIVE] System is a little slow.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] No problem, take your time.
[CUSTOMER][NEUTRAL] When it started.
[CUSTOMER][NEUTRAL] Mhm um so is it too late for her to do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, as long as we do it by end of month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] Can you actually start the crown.
[CUSTOMER][NEUTRAL] So then now.
[AGENT][NEUTRAL] What is the patient's first, uh, last name?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, um, but I would require.
[CUSTOMER][NEUTRAL] To wait that long because it's a doctor.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show anyone under that social security number.
[CUSTOMER][NEUTRAL] OK, are you able to look him up with his name and date of birth?
[AGENT][NEUTRAL] Mhm. Spell the first and last.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII] is the first name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then his date of birth is [PII].
[AGENT][NEUTRAL] I don't show anyone under that name. Let's see.
[AGENT][NEUTRAL] What made you think that the coverage was with APL?
[CUSTOMER][NEUTRAL] Um, I had talked to yesterday, um, benefits in a card, and a rep over there said that APL with, uh, like this phone number and mailing address and everything would be his dental benefits.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so he must be new, a new enrollee, um, and it could be that we're working on the enrollment information, but he's not been loaded at this time, um.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How long should I give it you think?
[AGENT][NEUTRAL] Well, if, if benefits in the card stated that, that means that they perhaps have sent the information over. When is he due for an appointment?
[CUSTOMER][NEUTRAL] Yeah, so they came in yesterday for kind of like a limited exam which we did just do cash prices, um, but he has further treatment, so he's just trying to figure out like what's gonna be what.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I don't want
[CUSTOMER][NEUTRAL] Do you think if I called later this week or should I wait maybe until like Monday next week to call back?
[AGENT][NEUTRAL] Yeah, give it some time because I know it's new because he's not loaded in our system yet today is Tuesday, maybe by the end of the week.
[CUSTOMER][POSITIVE] OK, I'll call Friday and then worst case scenario I can check again next week, but thank you so much for your help.
[AGENT][NEUTRAL] OK. Oh, you're welcome. Anything else?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.