AccountId: 011433970860
ContactId: f1243658-5462-4d52-8d69-36625dec235b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257369 ms
Total Talk Time (AGENT): 118278 ms
Total Talk Time (CUSTOMER): 92601 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f1243658-5462-4d52-8d69-36625dec235b_20250303T19:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office and I just had a couple of questions regarding a patient's plan.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 2554424.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And see, and verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and I'll spell the last name it's [PII]
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII]. He is active on the policy and what benefits were needed? Is this for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just want a general breakdown of dental benefits, or I can send you a fax back.
[CUSTOMER][NEUTRAL] Um, yes, and
[CUSTOMER][NEUTRAL] Um, I'm not 100% sure we're in network with this insurance. Is that something you'd be able to check?
[AGENT][NEUTRAL] Well, with our company, we don't have a network. Uh, the type of dental plan this insured has is open to where they can go to any dental provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, a fax back would be.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, ma'am. You said something and it cut out. I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, um, I would like a backpack if possible.
[AGENT][NEUTRAL] OK, and what is your fax number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The same as your phone number?
[CUSTOMER][NEUTRAL] Or sorry, the last digit is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Just want to make sure. And you said uh [PII]?
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][POSITIVE] OK, I can send that off to you in a few moments.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I did also have a couple of questions. Um, would he be eligible for an FMX or panel?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see, it's history.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, he is, because I don't show he has any history, so he is eligible for FM FMX or PAN.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome and then could you give me the claims address?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect and what is.
[AGENT][NEUTRAL] And that information will also be on the fax back as well.
[CUSTOMER][NEUTRAL] Oh, will it? OK, will the like payer number be on there?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. The pay ID mail address, and fax number.
[CUSTOMER][NEUTRAL] Um, what about the group plan?
[AGENT][NEUTRAL] Uh, the group number or name? No, but I can give that to you.
[CUSTOMER][POSITIVE] OK, yeah, that'd be great.
[AGENT][NEUTRAL] Uh, group number 16979.
[AGENT][NEUTRAL] Group name is Universal Trucking Decker Truck Line.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, that is all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.