AccountId: 011433970860
ContactId: c765bacf-d559-4511-acac-d661654fe299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147350 ms
Total Talk Time (AGENT): 63632 ms
Total Talk Time (CUSTOMER): 58688 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c765bacf-d559-4511-acac-d661654fe299_20250618T18:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with Bluff Park Dental. I just received an EOB for a patient. I was hoping you could help me understand what it's saying.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to help you with the explanation of benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and your name and the member's policy number. I'm sorry.
[CUSTOMER][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, my name is [PII] and the member's policy number is 02539179 for Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have her here. I just need you to verify her date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the claim number um that you'd like to go over?
[CUSTOMER][NEUTRAL] Um, let's see, 1.
[CUSTOMER][NEUTRAL] Claim number 3611196.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] It says we are awaiting information to confirm eligibility from benefits in the card.
[AGENT][NEUTRAL] So this is just basically saying um because of the type of employment the member has is temporary, so we have to check with benefits in the car to make sure like they were on assignment, they were working, they have money for the uh premium to be taken out. Once they confirm all of that, um, they send it to us in a report for everybody, um, and then we can go ahead and continue processing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so there's nothing you need from me or the patient.
[AGENT][NEUTRAL] Oh, no, ma'am. Um, there's nothing for y'all to do right now. As soon as we receive it, um, we'll go ahead and continue processing.
[CUSTOMER][POSITIVE] OK, perfect. Just wanted to make sure I wanna make sure I wasn't missing anything and delaying it on my end, but OK, perfect.
[AGENT][POSITIVE] Now, you got it.
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a good day.
[AGENT][POSITIVE] Thank you, [PII]. You also, thanks for calling APL. Have a great day as well.