AccountId: 011433970860
ContactId: d6777927-b07b-409e-b1be-124edd6e1858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201729 ms
Total Talk Time (AGENT): 112977 ms
Total Talk Time (CUSTOMER): 72872 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d6777927-b07b-409e-b1be-124edd6e1858_20250121T15:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII], I'm calling from a dental provider's office. I'm trying to verify eligibility for a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with eligibility today. And do you mind if I get your name, please?
[CUSTOMER][NEUTRAL] Sure, my name's [PII]
[AGENT][POSITIVE] Thank you, Miss [PII], and what is a good call back number I can snack from you as well real quick?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, thank you, and the member's policy number, [PII].
[CUSTOMER][NEUTRAL] The social?
[AGENT][NEUTRAL] Oh, I can look it up with the social, you betcha.
[CUSTOMER][NEUTRAL] OK, I've got [PII].
[AGENT][POSITIVE] Perfect, give me just a moment to search for that. You having a great day so far?
[CUSTOMER][NEUTRAL] All right, how about you?
[AGENT][POSITIVE] Hey, I'm having a wonderful day. Thank you for asking.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] And may I ask your insured's first and last name?
[CUSTOMER][NEUTRAL] So I have the parent's name as [PII].
[AGENT][POSITIVE] Oh, perfect. OK, then I'm in the right spot and then who are you wanting to verify today?
[CUSTOMER][NEUTRAL] Um, for his son [PII].
[AGENT][NEUTRAL] Perfect. And would you be able to verify for me, pretty please, uh, the date of birth for [PII]?
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][POSITIVE] Awesome, perfect, thank you. And Ms. [PII], I do show that they are active with us. It looks like I have an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any other information for eligibility are you needing? Are you looking for a fax back?
[CUSTOMER][NEUTRAL] Um, so they do have a, do they have a medical and a dental policy or just a dental policy?
[AGENT][NEUTRAL] Just a dental policy with us, um, and I can get you that policy number if you'd like.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh sure, do y'all prefer that on your claim?
[AGENT][NEUTRAL] Yes, please. um, and let me know whenever you're ready.
[CUSTOMER][NEUTRAL] OK, cool, yeah, if you can hear me there.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, it's gonna be 243-219-6.
[CUSTOMER][NEUTRAL] 243-219-6 is there a group number?
[AGENT][NEUTRAL] Yes, I have the group number listed as 19363.
[CUSTOMER][NEUTRAL] All righty. And could you give me your place address, please?
[AGENT][NEUTRAL] Yes, our claims address um is going to be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then that's gonna be out of [PII].
[CUSTOMER][NEUTRAL] Alright and um do you have a filing time limit for claims?
[AGENT][NEUTRAL] We do not have a, I cannot talk. I'm so sorry, a timely filing limit no, um, you're welcome to submit that at any time and we also have an electronic payer ID if that would interest you.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, perfect. It's 60801.
[CUSTOMER][NEUTRAL] 6080160801 my brain could not process that for some reason right.
[AGENT][POSITIVE] No, that's it's like a long weekend. We're just back. It's basically Monday, so no worries here.
[CUSTOMER][POSITIVE] Right, right. Awesome. Well, thank you very much for your help. I really appreciate it.
[AGENT][POSITIVE] Hey, well, it's my pleasure. You too. Thank you, Ms. [PII]. You take care.
[CUSTOMER][POSITIVE] Stay warm and have a good day.
[CUSTOMER][POSITIVE] All right, thanks. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.