AccountId: 011433970860
ContactId: cd7e8f0e-4712-47cf-8335-659679508453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587299 ms
Total Talk Time (AGENT): 141766 ms
Total Talk Time (CUSTOMER): 109173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/cd7e8f0e-4712-47cf-8335-659679508453_20250604T21:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling to get uh eligibility on patients.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's university pediatric dentistry.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 1,562,790.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh, the name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] What is the date again, the month and the date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you say you need eligibility today?
[CUSTOMER][NEUTRAL] Yes, it's for dental.
[AGENT][NEUTRAL] Mhm. OK. Yes. This is a dental policy. The effective date for this member is [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK, and can you tell me if we are in network with this um plan?
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and then I have another, I have 2 more, um, patients.
[AGENT][NEUTRAL] Is it the same family or is it different family?
[CUSTOMER][NEUTRAL] Yes, same family.
[AGENT][NEUTRAL] OK, what's the name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's for [PII].
[CUSTOMER][NEUTRAL] And her date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the, the days of the birth are a little bit off. Um.
[AGENT][NEUTRAL] Do you know who's the main holder of the policy? Do you have his information?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, this is perfect. OK. So, um, yeah, I have this information, which is perfect. Now, for AA and IAO um we do have a little bit of discrepancy. It's not a huge discrepancy, but it is a discrepancy on the dates of birth, OK? Uh, one of them is the date exactly and the other one is the year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On both of those?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so we need to update that.
[CUSTOMER][NEUTRAL] There, there's like 4 in the family, so maybe mom just got mixed up. OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, OK, uh, and I have one more, it's, um, it's [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that date of birth is [PII].
[AGENT][POSITIVE] Oh, that one is good, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, um, let's see here.
[CUSTOMER][NEUTRAL] Alright, am I able to get like a summary faxed to me?
[AGENT][NEUTRAL] I can give, I can send a breakdown of benefits with the main holder's information, but I can put family beside it, and it's gonna be the same benefit for all of them, OK? So let me just go ahead and do that. OK. May I have a fax number where I can send it to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] Alright, do you mind holding for me while I send this out?
[CUSTOMER][NEUTRAL] And who who?
[AGENT][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Yes please, um, where are these claims going to? Is it, is, are these claims like through a third party or is it directly to?
[AGENT][NEUTRAL] It's directly to us.
[CUSTOMER][NEUTRAL] To uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah, it comes directly to us.
[CUSTOMER][NEUTRAL] Will that information be on that summary?
[AGENT][POSITIVE] It is gonna be on the schedule of benefits, yes, mhm, yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. So if you don't mind holding for me, I'm gonna go ahead and send that before I let you go, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye