AccountId: 011433970860
ContactId: 934a7d85-182d-4ae1-a4ed-75d23fdca91f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420929 ms
Total Talk Time (AGENT): 120090 ms
Total Talk Time (CUSTOMER): 97242 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/934a7d85-182d-4ae1-a4ed-75d23fdca91f_20250203T21:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling for um verification of benefits for a patient.
[AGENT][NEUTRAL] OK. And for what type of service?
[CUSTOMER][NEUTRAL] Dental?
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII], can you help me?
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you pronounce your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] My screen came out.
[CUSTOMER][NEUTRAL] OK, the ID number is 60801.
[AGENT][NEUTRAL] OK, now that's the payer ID number. Do you have a copy of the ID card?
[AGENT][NEUTRAL] It's gonna be a policy er number.
[CUSTOMER][NEUTRAL] No, I have this.
[CUSTOMER][NEUTRAL] He just gave me a group number and ID number he put 6 0801.
[AGENT][NEUTRAL] What's the ID number?
[CUSTOMER][NEUTRAL] On the ID number he put that number I just gave you.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You're saying that's the payer ID.
[AGENT][NEUTRAL] It is what spell the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[AGENT][NEUTRAL] OK. And what state does this patient reside?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And his, his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good phone number for you, uh, [PII]?
[AGENT][NEUTRAL] [PII] in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII], right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, no worry. It's kind of a tongue twister for me.
[AGENT][NEUTRAL] And you gave me a date of birth of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have the policy number if you want to make note of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 256.
[AGENT][NEUTRAL] 3341.
[AGENT][POSITIVE] And I have the effective date for you.
[AGENT][NEUTRAL] It's [PII] currently active, and would you like the schedule of benefits faxed to your office?
[CUSTOMER][NEUTRAL] Yeah, can it be emailed?
[AGENT][NEUTRAL] I can. What is that email address?
[CUSTOMER][NEUTRAL] It's gonna be office.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] DEN
[CUSTOMER][NEUTRAL] After Creek is dental.
[AGENT][NEUTRAL] Oh, [PII]. OK, got it. It's office [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. Got it. You should receive this schedule within the next 5 to 7 minutes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is on its way.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. Are, are you able to check if we're in network? Like what's the name of the insurance? Is it American Life?
[AGENT][NEUTRAL] Public American Public Life.
[AGENT][NEUTRAL] The network of contracted providers is Carrington PPO.
[AGENT][NEUTRAL] I do not have a list of their providers, so I can't verify if you are you familiar with that network?
[CUSTOMER][NEUTRAL] Yeah, I'm familiar with Carrington.
[AGENT][NEUTRAL] OK, alright, so that's the network affiliate.
[CUSTOMER][NEUTRAL] And it's a PPO plan?
[AGENT][NEUTRAL] Uh-huh, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] So then go go to um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] You have to make sure it's like current.
[CUSTOMER][NEUTRAL] And then you're going to
[CUSTOMER][NEUTRAL] Where did it go?
[CUSTOMER][NEUTRAL] in the
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], are you still there? I'm still connected. Did you have any other questions?
[CUSTOMER][POSITIVE] the status right you got it.
[CUSTOMER][NEUTRAL] You sent it
[CUSTOMER][NEUTRAL] You add
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] and