AccountId: 011433970860
ContactId: 8808b198-43c8-4ffa-8e66-918d75ec6c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250190 ms
Total Talk Time (AGENT): 100016 ms
Total Talk Time (CUSTOMER): 73035 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/8808b198-43c8-4ffa-8e66-918d75ec6c68_20250114T20:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling with Martin Dental. Just calling to see, um, check your patient eligibility and then to get a benefit breakdown.
[AGENT][POSITIVE] OK, [PII], I'm happy to verify benefits for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] They put 14938.
[AGENT][NEUTRAL] 14938. Let's try that.
[AGENT][NEUTRAL] OK, so that doesn't come up with anything. Do you have their name or their social?
[CUSTOMER][NEUTRAL] Mhm, patient's name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And at the end of [PII], is it SON or SEN?
[CUSTOMER][NEUTRAL] SON
[AGENT][NEUTRAL] SON, OK.
[AGENT][NEUTRAL] [PII]. Alright, so patient does it looks like have an active plan with us. The effective date on this is uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need their policy number?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK. Policy number is 02555230.
[AGENT][POSITIVE] And I can also send you [PII] a fax back with a breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is their ID number 60801?
[AGENT][NEUTRAL] No, that's our electronic payer ID.
[CUSTOMER][NEUTRAL] OK, yeah, they did not fill this information.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Are you able to give me um the ID number otherwise I do have the spouse's social the.
[AGENT][POSITIVE] Yeah, absolutely it's that [PII] number that I gave you.
[CUSTOMER][NEUTRAL] Oh, that's their ID number? OK, is there a group number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely. Let me check for you one second.
[AGENT][NEUTRAL] OK, so the group number is 14938 and I'm showing it's Universal Trucking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I know you can send me a benefit breakdown but I'm gonna ask before you send it do they is it is there coverage out of network?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Uh, let's see, so it doesn't look like the plan requires any sort of network for usage. This plan pays off as it looks like UCR.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yeah and then I can give you a fax number whenever you're ready.
[AGENT][POSITIVE] Absolutely, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] Was there anything else that we can help with here today, [PII]?
[CUSTOMER][NEUTRAL] Nope, I'll just give a call back if there's something missing on the benefit breakdown.
[AGENT][NEUTRAL] Alright, it is on its way, so it should be there in about 5 minutes, OK?
[CUSTOMER][POSITIVE] Perfect, thank you for your help today.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too thank you
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.