AccountId: 011433970860
ContactId: 90f8d799-1def-43f3-81b7-b34ae401d6df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346089 ms
Total Talk Time (AGENT): 93850 ms
Total Talk Time (CUSTOMER): 90883 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/90f8d799-1def-43f3-81b7-b34ae401d6df_20250609T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, they just connected me from, um, I was talking to benefits and a card. It looks like I have an EOB here for two patients of mine, and it says that you're awaiting confirmation to confirm eligibility, um, but they said that they are eligible, so I'm not sure really what you do need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can look that up for you. um, what was your name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02584622
[CUSTOMER][POSITIVE] That's for [PII] and [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify their date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII] is [PII]. Let me look up [PII].
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, let me see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No it's for both of them, excuse me, for both of them? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me check.
[CUSTOMER][NEUTRAL] And she said that they were eligible for the data service.
[AGENT][NEUTRAL] What was the date of service for uh Ginger?
[CUSTOMER][NEUTRAL] Um, it was
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I thought that was the date for both of them, Faith and Ginger.
[AGENT][NEUTRAL] Oh, that's the same. OK. Give me just one moment.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] And it was for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second, I think I found it, but I want to double check.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[AGENT][NEUTRAL] And uh the provider name or the dental office name?
[CUSTOMER][NEUTRAL] It's Will Hoyt Family Dental.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure that I got the right one, right, and I'm, I just started with Ginger, um, because I'll have to look them up separately. I am showing that we received that claim on [PII]. It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and it looks like we paid $353.60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was I gonna check?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] It may have just not gotten here yet.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes ma'am and let me see.
[AGENT][NEUTRAL] I can look at the check number real quick.
[CUSTOMER][NEUTRAL] OK, yeah, because I don't have anything entered for them.
[AGENT][NEUTRAL] Uh, do you want the claim number as well?
[CUSTOMER][NEUTRAL] No, I'm good. I just, so I should, I should just be waiting on the check then for both of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and can you verify the, uh, address?
[CUSTOMER][NEUTRAL] Uh, of the office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, it looks like we uh issued the check on [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'll wait for that to come in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, if you haven't, if you don't see it by, uh, Friday, go ahead and give us a call back and we can reissue the check, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Uh bye bye.