AccountId: 011433970860
ContactId: e939c93f-30df-4462-be6f-4edde792bd73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220229 ms
Total Talk Time (AGENT): 89873 ms
Total Talk Time (CUSTOMER): 90078 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/e939c93f-30df-4462-be6f-4edde792bd73_20250115T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I can assist you with your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Dental, yes.
[AGENT][NEUTRAL] A dental office. OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 423-277.
[AGENT][NEUTRAL] I'm sorry, give me your phone number again. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If you'll just have a seat for me, I'll get you in just a minute.
[CUSTOMER][NEUTRAL] Yeah OK OK.
[AGENT][NEUTRAL] OK, so the dental policy number is 616154.
[CUSTOMER][NEUTRAL] OK 616-154.
[AGENT][NEUTRAL] Correct. And the policy, the policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policy is active. And would you like to schedule a benefits faxed over to you, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][POSITIVE] OK, we can get the fax over the schedule over to you within the next 5 minutes. Uh, did you wanna know what it all included, or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is that gonna be on the fax back?
[AGENT][NEUTRAL] It is, it's about 6 pages including the cover.
[CUSTOMER][NEUTRAL] OK, does it have um an address on where we need to submit digital claims or mail claims to?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, the, the payer ID billing address and then fax numbers listed on the schedule.
[CUSTOMER][NEUTRAL] OK, is he scheduled for?
[CUSTOMER][NEUTRAL] Is he um active and eligible currently?
[AGENT][NEUTRAL] Yes, he is.
[AGENT][NEUTRAL] Did you get the effective date? He's been on the policy since [PII] and his policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you needed more information I can give it to you, um.
[CUSTOMER][NEUTRAL] Um, if it has the percentages and max and deductible on all of those on the fax back, that should be good.
[AGENT][POSITIVE] It does yeah it's very specific, very detailed.
[CUSTOMER][NEUTRAL] OK, alright, that's what I need, um, that should be it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you should receive it within the next 5 minutes, um.
[AGENT][NEUTRAL] And it's gonna be about 6 pages including the cover page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I'll keep a look out for it thank you.
[AGENT][POSITIVE] All [PII]. OK. And you're welcome. Anything else I can assist with, [PII]?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] Alrighty thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] OK, you're welcome bye bye.
[AGENT][NEUTRAL] Um, bye-bye.