AccountId: 011433970860
ContactId: b93c3a66-bbde-4679-bfca-83cf8f0f2ef3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167949 ms
Total Talk Time (AGENT): 54558 ms
Total Talk Time (CUSTOMER): 65777 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b93c3a66-bbde-4679-bfca-83cf8f0f2ef3_20250116T15:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Sage Dental. I was calling in reference to a patient's eligibility and benefits for dental coverage.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK, and [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Policy well I have the payer ID.
[AGENT][NEUTRAL] OK, the payer ID would not help. Do you have a social?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][POSITIVE] Good patient.
[AGENT][NEUTRAL] I'm sorry, your phone's cutting, uh, the connection isn't. OK.
[CUSTOMER][NEUTRAL] Yeah, give me one quick second let me see if I can.
[CUSTOMER][NEUTRAL] real quick and if there's a social on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, so what.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, on the, on the APL card that I have is not a member ID provided here.
[CUSTOMER][NEUTRAL] It's just insured.
[AGENT][NEUTRAL] What information is provided there?
[CUSTOMER][NEUTRAL] Insured coverage group number effective date plan is Medlink Select Group Med sub in hospital benefit chart.
[AGENT][NEUTRAL] Is there an outpatient cert number? Do you see anything that says outpatient cer certificate or cert number? What is that number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, an inpatient and an outpatient one.
[AGENT][NEUTRAL] The outpatient.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 635.
[CUSTOMER][NEUTRAL] 37 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth would be.
[CUSTOMER][NEUTRAL] quick second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account. And you said you were calling for dental benefits. This policy was a medical policy only. It is no longer active. Uh, it did turn on [PII], but it was not a dental policy at all.
[CUSTOMER][POSITIVE] OK, understood. OK, thank you very much for verifying that.
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] I