AccountId: 011433970860
ContactId: f2125d7e-d078-4b5f-af47-cf160e2a6ebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229119 ms
Total Talk Time (AGENT): 64552 ms
Total Talk Time (CUSTOMER): 75079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f2125d7e-d078-4b5f-af47-cf160e2a6ebb_20250416T16:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the patient uh policy number?
[CUSTOMER][NEUTRAL] Sure, give me one second, it's gonna be 01197960.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Is this a PPO or HMO plan?
[AGENT][NEUTRAL] Um, it's a dental policy.
[AGENT][NEGATIVE] It's neither.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and what is the coverage on this station?
[AGENT][NEUTRAL] I can send you a fax back to that outlines the coverage if you're interested in that, or we can go over it on the phone.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine as well before we go any further, is there any history on this station?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, no, I don't show any history. They've not used anything this year.
[CUSTOMER][NEUTRAL] And there's no waiting period, correct?
[AGENT][NEUTRAL] Um, let me pull up the plan. I'm not sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, it's not a guarantee of payment, basic outline of the policy. Uh, looks like they do have a waiting period for major services. Major includes Edo Perio.
[AGENT][NEUTRAL] Um, it's 12 months and oral surgery as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12 months is and no waiting period for preventative or basic at all?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and just to make sure your claim address is still the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and payer ID is still the 60801?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][POSITIVE] Awesome, can you go ahead and send me that fax?
[AGENT][NEUTRAL] Yeah, what's your fax number?
[CUSTOMER][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 2 minutes.
[CUSTOMER][POSITIVE] Alright awesome, can I get a reference number?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that will be all you've been awesome.
[AGENT][POSITIVE] OK, all right. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.