AccountId: 011433970860
ContactId: b5a651a5-49f9-46f2-a31d-ae5150a9775b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119970 ms
Total Talk Time (AGENT): 64009 ms
Total Talk Time (CUSTOMER): 32023 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b5a651a5-49f9-46f2-a31d-ae5150a9775b_20250219T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so now, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 991
[CUSTOMER][NEUTRAL] 737.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] Um, does he have on a network then [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Does he have out of network benefits?
[AGENT][NEUTRAL] Um, so, and I just needed to clarify, sir, and I'm sorry, this is for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this plan does not participate in a network. It, uh, pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] OK, so it doesn't matter.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, um, I'm ready whenever you are.
[AGENT][NEUTRAL] Yeah, go ahead with that fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was 5208866322?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent to you now. Uh, should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you, bye bye.