AccountId: 011433970860
ContactId: f3232d2f-e952-47b0-93f1-34132ba7aa29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234789 ms
Total Talk Time (AGENT): 59918 ms
Total Talk Time (CUSTOMER): 102688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f3232d2f-e952-47b0-93f1-34132ba7aa29_20250318T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I have some questions about um a patient's plan.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Oh brother, I'm gonna have to find his card because I know that's.
[CUSTOMER][NEUTRAL] Mm just a moment, sorry.
[AGENT][NEUTRAL] OK, no problem. I can look him up by name and date of birth or either his social.
[CUSTOMER][NEUTRAL] Oh, I know I've got his card here. It'll just take a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because that leads me to a question about this fellow.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, do we?
[CUSTOMER][NEUTRAL] OK, they're looking up then. It's last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and his first name? [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] OK, and please verify his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Let me give you his policy number.
[CUSTOMER][NEUTRAL] OK, is that also his group number is that the same thing?
[AGENT][NEUTRAL] Um, no, ma'am. He has a different group number. I can give you that also.
[CUSTOMER][NEUTRAL] OK, um, as far as insurance, uh, submitting a, a claim, do we, I put his group number is 12028, does that go in there?
[AGENT][NEUTRAL] Let me see one moment.
[AGENT][NEUTRAL] Are you submitting a claim online on our website?
[CUSTOMER][NEUTRAL] Yeah, it would be electronically.
[AGENT][NEUTRAL] OK. Well, um, you would enter in our payer ID and the payer ID is 60801.
[CUSTOMER][NEUTRAL] Right, but what was his, I have group name as Group voluntary Dental and the group number is 12028, so where would the plan number go as his subscriber ID?
[AGENT][NEUTRAL] Yes, ma'am, that's the policy number.
[CUSTOMER][NEUTRAL] That's 01845780?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, got it. I got it, um, yeah, so, um, I got a deep, um, benefit facts about him that said he had 12 month wait, but, um, he's had the plan since [PII], so that's no longer real is it?
[AGENT][NEUTRAL] That's correct. It wouldn't apply to him because of um the effective date.
[CUSTOMER][NEUTRAL] OK and then um I didn't see on the plan if there was a missing tooth cloth, I mean on the fax if there was a missing tooth cloth or not.
[AGENT][NEUTRAL] OK, one moment. Let me take a look at it.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, ma'am. It does have a missing tooth cloth.
[CUSTOMER][POSITIVE] OK, all right, that's all I needed thank you.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APL um you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You, you too. Thank you. Bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye.