AccountId: 011433970860
ContactId: d36c70a4-65b8-48ab-880a-405560526607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106419 ms
Total Talk Time (AGENT): 53760 ms
Total Talk Time (CUSTOMER): 49738 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d36c70a4-65b8-48ab-880a-405560526607_20250228T16:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, good morning. I'm calling from a dental office, and I wanna check the patient benefits and eligibility.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] I'd be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] 02566046
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and we're needing a fax back breakdown of the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Can I have over the phone?
[AGENT][NEUTRAL] Um, the only thing we wouldn't do verbally is coding and frequency. Anything else we can give over the phone?
[CUSTOMER][NEUTRAL] And can you check if the doctor is in at work because the first time that I see this insurance?
[AGENT][NEUTRAL] OK, with this, um, we don't have a network so the um patient can see any provider that they choose and we go by usual and customary rates.
[CUSTOMER][NEUTRAL] OK, with this um.
[CUSTOMER][NEUTRAL] It's a PPO plan.
[AGENT][NEUTRAL] It's not a PPO plan.
[CUSTOMER][NEUTRAL] It's HMO
[AGENT][NEUTRAL] No, we don't have a network, so we just go by usual and customary.
[CUSTOMER][NEUTRAL] No you don't have
[CUSTOMER][POSITIVE] Oh, OK, OK, that's fine, thank you so much OK?
[AGENT][NEUTRAL] Were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Oh no, that's fine.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye.