AccountId: 011433970860
ContactId: afb5abb3-d8e8-40ea-90fe-149bbe48fc7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152100 ms
Total Talk Time (AGENT): 55223 ms
Total Talk Time (CUSTOMER): 40762 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/afb5abb3-d8e8-40ea-90fe-149bbe48fc7b_20250408T17:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] with Tyland Creek Family Dentistry in [PII], um, and I am calling about two patients on the same policy.
[AGENT][POSITIVE] OK, [PII], I can help you with uh benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII] and it's actually for claims.
[AGENT][POSITIVE] What was the number again? Sorry, you said it really fast.
[CUSTOMER][NEUTRAL] Uh, um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 02439608.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so there's two of them on the same policy, but the first one's [PII] and [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And they charges.
[CUSTOMER][NEUTRAL] Um, 138.
[AGENT][NEUTRAL] Uh, it looks like we are.
[AGENT][NEUTRAL] Waiting on information to confirm eligibility from benefits in a card.
[AGENT][NEUTRAL] Um, when we receive that, we will continue to process the claim.
[CUSTOMER][NEUTRAL] OK, so what do you need?
[AGENT][NEUTRAL] This is from the the group so we're we're awaiting uh confirmation of the eligibility from benefits in a card that's the group.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] We process claims, but we haven't received confirmation of eligibility from benefits in a card yet.
[AGENT][NEUTRAL] So once we receive that, we'll be able to go ahead.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So there's nothing I need to do?
[AGENT][NEUTRAL] Um, no, we're just waiting on that eligibility, uh, confirmation.
[CUSTOMER][NEUTRAL] OK, um, and is there any way I can speed up that process or?
[AGENT][NEUTRAL] Um, you can give benefits in a car a call if you have questions.
[CUSTOMER][NEUTRAL] With me.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.