AccountId: 011433970860
ContactId: f33d1692-6667-49a1-aacb-29aa586b680a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322730 ms
Total Talk Time (AGENT): 156984 ms
Total Talk Time (CUSTOMER): 107805 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f33d1692-6667-49a1-aacb-29aa586b680a_20250619T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] at Sage, and I need to get some, uh, eligibility and patient faxed over to me please.
[AGENT][NEUTRAL] OK, [PII], this I'm assuming it is on a dental policy that you're needing information on?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I'm so sorry, what was that? I'm so sorry.
[AGENT][NEUTRAL] Did you say you were needing eligibility or benefits faxed to you for a member, is that correct? And this is on a dental policy, I'm assuming?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, [PII]. And what is a good callback number for you? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] 02636937
[AGENT][POSITIVE] OK, thank you. And give me a couple of moments please to get all the members information pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] And any information I mean that I do provide today would be a verification and benefits and not a guarantee of payment. What is your patients, I mean, what is your patient's name and date of birth? I can't hardly talk this afternoon.
[CUSTOMER][NEUTRAL] Alright, that's all right. I'm right there with you, um, [PII], her birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she is the subscriber on this policy and this policy is active with an effective date of [PII]. And if you'll give me just a couple of moments to get the uh fax back pulled up with her information on it, I'll be happy to fax that to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. And just quick question, uh, the payer ID on the card, can I just wanna make sure it matches up, is it 60801?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That is correct, yes, and that will also be on the fax back too. Mhm.
[CUSTOMER][NEUTRAL] Alright, OK, yes ma'am.
[CUSTOMER][NEUTRAL] Alright, yes ma'am.
[AGENT][NEGATIVE] And while this is loading we also do not have any history on file for her.
[CUSTOMER][POSITIVE] OK, yes ma'am thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is your fax number, please, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you so you should be receiving that very soon, and if you will end up filing a claim with us for her, we do have a portal, [PII], that you should be able to check her claim status in once we've processed the claim, and that portal website is located at secured.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so gonna repeat back to you secure.
[AGENT][NEUTRAL] With a D on it.
[CUSTOMER][NEUTRAL] At our secured our [PII].
[AGENT][NEUTRAL] Uh-huh. And let me see, I'm gonna make sure you had that I heard you correctly when you spell secured back. It's [PII]
[CUSTOMER][NEUTRAL] [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, [PII] ah OK and then.
[AGENT][NEUTRAL] No, no, no, no, no, no, no, no. Let me, no, uh, let's do it again. [PII]
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] EC.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] U R E.
[CUSTOMER][NEUTRAL] RED got you.
[AGENT][NEUTRAL] Correct. 1 [PII] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then no D on it, right?
[AGENT][NEUTRAL] Yes, it does have a D. No secured with it, it does secured. [PII].
[CUSTOMER][POSITIVE] Just secure.
[CUSTOMER][NEUTRAL] OK, so it does have the OK.
[CUSTOMER][NEUTRAL] OK, alright, and then [PII] mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, thank you, ma'am so much. And is there uh do you have a group number or group ID for them this patient?
[AGENT][NEUTRAL] Uh-huh. And the group ID is 70019.
[CUSTOMER][POSITIVE] 70019, so 70019 all right perfect thank you Ms. [PII] you have been awesome. I greatly appreciate everything you've done.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, you are. Yes, ma'am. You're very welcome, [PII]. It was my pleasure in speaking to you today. So if that's all I can help you with, thank you again for calling APO and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Alright thank you ma'am you as well.
[AGENT][POSITIVE] Yes. Thank you too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh alright bye bye.