AccountId: 011433970860
ContactId: 9658bbbd-82da-4f2e-9c29-c5702fba2e3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363059 ms
Total Talk Time (AGENT): 107271 ms
Total Talk Time (CUSTOMER): 65177 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9658bbbd-82da-4f2e-9c29-c5702fba2e3f_20250603T21:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] This is. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yeah, you kind of broke off.
[AGENT][NEUTRAL] This is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] I'm, I'm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling to see if a patient's insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I get your name and your callback?
[AGENT][NEUTRAL] Number
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][POSITIVE] Thank you Ms. [PII].
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sunshine Dental.
[AGENT][NEUTRAL] OK, and then may I get the patient's name, date of birth.
[AGENT][NEUTRAL] And policy number.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 02432026.
[AGENT][NEUTRAL] OK, let me look him up for us real quick.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] The effective date of this policy is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][NEUTRAL] And does he have a spouse on the insurance coverage?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Yes, he has Ms. [PII].
[CUSTOMER][NEUTRAL] OK, yeah, can I get her benefits faxed over to me please?
[AGENT][NEUTRAL] Yes ma'am, what is your um fax number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I get the fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number.
[AGENT][NEUTRAL] 500.
[AGENT][NEUTRAL] Alright, let's go over here.
[AGENT][NEUTRAL] Get the big. Get the, get the big.
[AGENT][NEUTRAL] Come on now.
[AGENT][NEUTRAL] There you are.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding for me. I've got that fax on its way to you now for Miss [PII].
[CUSTOMER][NEUTRAL] OK, and then what is the payer ID for the uh policy?
[AGENT][NEUTRAL] It is um 60801.
[CUSTOMER][NEUTRAL] Oh, and the group number?
[AGENT][NEUTRAL] OK, let me get her group number for you real quick.
[AGENT][NEUTRAL] The group number is 70087.
[CUSTOMER][NEUTRAL] And a group plan.
[AGENT][NEUTRAL] Uh, the plan is American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] And the mailing address for this?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] That's in [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][NEUTRAL] Are you there, Ms. [PII]?