AccountId: 011433970860
ContactId: f589aa0e-5b15-46f7-a2c5-de4b1f9a480b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221929 ms
Total Talk Time (AGENT): 93084 ms
Total Talk Time (CUSTOMER): 64196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f589aa0e-5b15-46f7-a2c5-de4b1f9a480b_20250218T22:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I have two things. I'm trying to get the eligibility and benefits of a patient and also um EOBs, 2 of them for her.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] I have 1604489.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK, one moment and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mean [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes, dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, showing her effective date is [PII].
[AGENT][NEUTRAL] She is active on the policy. And are you just in a general breakdown of benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, y'all can fax it, right?
[AGENT][NEUTRAL] We can send a fax back.
[CUSTOMER][NEUTRAL] Yeah, can you do that, please?
[AGENT][NEUTRAL] Uh, sure. Give me a moment. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling for ELBs for this patient?
[CUSTOMER][NEUTRAL] Yes, 2 of those, yeah.
[AGENT][NEUTRAL] Uh, what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, one of them was on [PII].
[CUSTOMER][NEUTRAL] And the total charge was 206?
[AGENT][NEUTRAL] OK, and the next date?
[CUSTOMER][NEUTRAL] [PII] and the total charge was 42.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what was the um procedures for the [PII] data service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, D 0 120, 1110 and D0274.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, uh, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] IQ dental or [PII]? I don't know.
[AGENT][NEUTRAL] OK, I can send these EOBs to you.
[AGENT][POSITIVE] It's the right one.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yes, ma'am. I can send the EOBs to you, uh, as well as that fax back. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.