AccountId: 011433970860
ContactId: 8af978ec-5a32-42c0-87d2-4da636400618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492350 ms
Total Talk Time (AGENT): 135982 ms
Total Talk Time (CUSTOMER): 123389 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8af978ec-5a32-42c0-87d2-4da636400618_20250414T20:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, I'm calling from the dental office, [PII].
[AGENT][POSITIVE] Yes ma'am, and how can I help you today?
[CUSTOMER][NEUTRAL] Um, hi, so I'm just calling to see, um, to know the eligibility of the patient, if we can see the patient here in our office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing eligibility only, or do you also need for me to send you a fax back of the benefits if the policy is active?
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] OK. Yes, ma'am I.
[AGENT][NEUTRAL] Can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] OK, so my name is [PII].
[AGENT][NEUTRAL] Will you spell your name
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] For me, please?
[CUSTOMER][NEUTRAL] Yeah, of course it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm calling from the dental office [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, friendly, think back number.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm calling from the dental office [PII] Park.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I, I could hear that. Are you able to hear me OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] So the plan, you mean the plan?
[AGENT][NEUTRAL] I mean the policy number, the policy number.
[CUSTOMER][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] OK, so it's 026072777.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and for any information that I do provide for you today will be a verification of the.
[AGENT][NEUTRAL] and not a guarantee of payment. What is your patient date of birth?
[CUSTOMER][NEUTRAL] So the patient's date of birth, 1 2nd.
[CUSTOMER][NEUTRAL] One second, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me 1 2nd, sorry.
[AGENT][NEUTRAL] Yes, ma'am. You're fine.
[CUSTOMER][NEUTRAL] So the patient's date of birth is [PII], no, sorry.
[CUSTOMER][NEUTRAL] Sorry, it's [PII].
[AGENT][NEUTRAL] OK, thank you. So he is the subscriber on this dental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And we do not have.
[CUSTOMER][NEUTRAL] So he's covered for dental.
[AGENT][NEUTRAL] This is a dental policy number that you provided for me, that is dental coverage only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you send me a fax with that information please?
[AGENT][NEUTRAL] And what is a good fax number I can send the
[CUSTOMER][NEUTRAL] Yeah, so our fax number is.
[AGENT][NEUTRAL] Yes, ma'am. I had already said I would send you a fax back. Mhm.
[CUSTOMER][NEUTRAL] Yeah, so our fax number is [PII].
[AGENT][NEUTRAL] OK, and just one moment.
[AGENT][NEGATIVE] And there is also no history on file for him.
[CUSTOMER][NEUTRAL] OK, so just to confirm the first number again is 617-830.
[AGENT][NEUTRAL] And does the fax need?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm going to confirm our fax number.
[CUSTOMER][POSITIVE] To make sure it's right.
[AGENT][NEUTRAL] Yes, ma'am. I was going to repeat it.
[AGENT][NEUTRAL] I 78,300,010.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] You want the provider name?
[AGENT][NEUTRAL] OK. Well, I have just sent that to you. You should be receiving that.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I have just sent that fax back to you so you should be.
[AGENT][NEUTRAL] Be receiving that within just the next few minutes and then claim has been if you all file a claim forly with APL once the claim has been processed, we do have a portal in which you should be able to check claim status and our portal website is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else this afternoon?
[CUSTOMER][NEUTRAL] No thank you have a nice day.
[AGENT][POSITIVE] Well, you're, yes, ma'am, you too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye.