AccountId: 011433970860
ContactId: 98337c38-2025-4df3-ad7f-8c484fde2186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175100 ms
Total Talk Time (AGENT): 60007 ms
Total Talk Time (CUSTOMER): 62469 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/98337c38-2025-4df3-ad7f-8c484fde2186_20250516T16:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, yes, this is [PII] at Aspire Dental. I needed to verify eligibility on a patient.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] The policy it is 02365835.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] I'm sorry, I accidentally meet you. Do you have a callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII] and it is [PII].
[AGENT][NEUTRAL] OK, and I'm showing his effective date is [PII]. He is active on the policy, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, does he have any history?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, no, ma'am. He doesn't have any history.
[CUSTOMER][NEUTRAL] OK, and is there a payer ID?
[AGENT][NEUTRAL] Uh, yes, ma'am. 60801.
[CUSTOMER][NEUTRAL] OK, and is the mailing address the [PII] something?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me pull it back up.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect and I think I've got everything else and y'all go by the humanity schedule is that right?
[AGENT][NEUTRAL] Uh, no, ma'am. With this patient's policy, it pays by uh UCR, usual customary and reasonable.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that is all I needed thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Mm