AccountId: 011433970860
ContactId: f5090509-5fc2-453e-9af4-08b04ac48af4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448790 ms
Total Talk Time (AGENT): 86106 ms
Total Talk Time (CUSTOMER): 124244 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f5090509-5fc2-453e-9af4-08b04ac48af4_20250206T20:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office. I'm just trying to see if my patient is active under the plan I have for them.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02042180
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] OK sure.
[CUSTOMER][NEUTRAL] [PII]. And um.
[CUSTOMER][NEUTRAL] Um, do you have anything new or met so far for the patient?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] No, I'm showing that the deductible nor um any other benefits being used so far this year.
[CUSTOMER][NEUTRAL] Got it. Um, I have a date of service for the patient, uh, for an exam in a FMX or panel. I'm not sure which 1 [PII]. Is that the only history that would affect his history?
[CUSTOMER][NEUTRAL] Or frequency?
[AGENT][NEUTRAL] What's the date of service again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh wait, you know what? I think that the, that's the spouse, Miss [PII].
[CUSTOMER][NEUTRAL] Um, yeah, I think that's the spouse. Can you check on Mr. [PII], see if he has any history that could affect frequency?
[AGENT][NEUTRAL] Sure. One moment.
[AGENT][NEUTRAL] No, ma'am. I'm not showing any.
[CUSTOMER][POSITIVE] Got it. OK, perfect. um, then I do believe that's going to be all for today. May I have your name one more time, any reference?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, yeah, sorry, can you double check on the on inform or panel? I'm not sure why it's saying, uh, the patient is not eligible.
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] Where is it saying that he's not eligible?
[CUSTOMER][NEUTRAL] On a on a.
[CUSTOMER][NEUTRAL] Breakdown that I have from him last year, unless I'm still confusing the patient. Let me see if we have anything on file for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have a panel for him.
[CUSTOMER][NEUTRAL] Let me double check if it's with you guys.
[CUSTOMER][NEUTRAL] Yeah, I have a panel for him, uh, data service [PII].
[CUSTOMER][NEUTRAL] I think I was paid.
[CUSTOMER][NEGATIVE] And I was not paid.
[CUSTOMER][NEGATIVE] But that's also because it says he was not eligible.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] His benefits are coming back up. One moment.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And what's the code?
[CUSTOMER][NEUTRAL] Um, either a 0 to 10 or a 0 3:30 because I know they share.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Oh, yeah, and it is one every 5 years and I do show one on the [PII].
[AGENT][NEUTRAL] that one night, let's see.
[CUSTOMER][NEUTRAL] OK, there it is.
[CUSTOMER][NEUTRAL] And that on the night.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Oh, here's the [PII] on [PII].
[AGENT][NEUTRAL] And that one did pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you said [PII]?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][POSITIVE] Got you. OK, [PII], thank you so much. That should be all I need then. Thank you.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling [PII]. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.