AccountId: 011433970860
ContactId: 86d90cb3-6308-4b76-b011-a0ef9b5b9f32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229990 ms
Total Talk Time (AGENT): 79716 ms
Total Talk Time (CUSTOMER): 83473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/86d90cb3-6308-4b76-b011-a0ef9b5b9f32_20250218T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. This is [PII] with Timmon's Dental. How are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Good I am calling to get some eligibility and benefit information for a patient.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 102594869
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. Would you like a fax back for this member?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and may I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Into the attention of [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] I will get that sent over to you and in regards to the eligibility, it does show that it's currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, yes ma'am, can you tell me, um, is this a self policy or is it through an employer?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] So this is a group benefit policy.
[CUSTOMER][NEUTRAL] I what? I'm sorry, say that again.
[AGENT][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Group so it is an employer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, does it state who the employer because he said AFL.
[AGENT][NEUTRAL] It says management analysis and utilization. Would you like the group number?
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] It is 70056.
[CUSTOMER][NEUTRAL] OK and then um can you check it to see if we are in network?
[AGENT][NEUTRAL] It's not based of in or out of network, it's the provider's discretion.
[CUSTOMER][NEUTRAL] So there's no network.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so then there's no fee schedule it's just usual and customary fees?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there the fax pack that you are sending is it like a complete fax pack of um codes and everything that we'll be able to fill out a benefit breakdown?
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does the patient have any history?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] No history at this time.
[CUSTOMER][NEUTRAL] OK, and the fax back with the codes will also get frequencies?
[AGENT][POSITIVE] Yes it will.
[AGENT][POSITIVE] It will give all needed benefits for this member.
[CUSTOMER][NEUTRAL] OK perfect and I'm sorry, what was your name?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, please.
[AGENT][NEUTRAL] OK. So the reference number will be my first name [PII] spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much you have a wonderful day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye.