AccountId: 011433970860
ContactId: bb384d85-d588-4155-a288-2dbd27b71cb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127059 ms
Total Talk Time (AGENT): 42792 ms
Total Talk Time (CUSTOMER): 46465 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/bb384d85-d588-4155-a288-2dbd27b71cb4_20250430T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from a provider's office for eligibility and benefits on a patient.
[AGENT][POSITIVE] All right. Happy to check eligibility and benefits today. Can I get the policy number?
[CUSTOMER][NEUTRAL] OK, uh, policy number on the holder is gonna be 02610171.
[AGENT][POSITIVE] Thank you so much. Let me just pull this up here.
[CUSTOMER][NEUTRAL] Let me see the number
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have him under [PII] [PII]. I'm calling in regards of a spouse that says she's on this insurance.
[AGENT][NEUTRAL] OK. What's the spouse's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And just to confirm, you're looking for dental insurance?
[CUSTOMER][NEUTRAL] Yes, is this only medical policy?
[AGENT][NEUTRAL] No, this is a dental plan. I just wanted to make sure that's all. Um, the spouse is.
[CUSTOMER][NEUTRAL] OK, is it a PPO?
[AGENT][NEUTRAL] Uh, let me pull up the fax back. Give me just a second here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so plan pays by UCR it looks like.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] OK, and this is a dental plan?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, well I guess I would just check specific calls and do you guys pay standard of coordination?
[AGENT][NEUTRAL] There's no coordination of benefits.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And if you guys need a fax back.
[CUSTOMER][POSITIVE] Alrighty, that's it thank you uh huh.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] You know what I'll take it.
[AGENT][POSITIVE] That's a good fax number.
[CUSTOMER][POSITIVE] Uh, thank you.