AccountId: 011433970860
ContactId: f6608446-765c-4148-bc0a-4cdc6da1e711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147490 ms
Total Talk Time (AGENT): 75562 ms
Total Talk Time (CUSTOMER): 55429 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f6608446-765c-4148-bc0a-4cdc6da1e711_20250306T16:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from DDS dentures and Implant Solutions. I was, uh, hoping to get, uh, eligibility and benefit facts for a patient.
[AGENT][NEUTRAL] OK, I can help you is it catcher?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 01807480.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] And I could fax number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, thank you for that information. So I have the policy effective date, and that is [PII]. Uh, this policy is active at this time and we can get the schedule faxed over to you now. Did you say that this is for or ortho?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No dental, so no or just dental.
[AGENT][NEUTRAL] OK, just regular dental, OK, alright, so the schedule of benefits will include the calendar maximum and deductible information, um, the common limitations exclusions, the frequencies, um, the claims mailing address, payer ID number, and fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Everything I need thank you so much I appreciate that, yes.
[AGENT][NEUTRAL] It is. Yeah. And then you should receive it, uh, within the next 5 to 7 minutes.
[CUSTOMER][POSITIVE] OK, I appreciate that so much thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] I don't you have a great day.
[AGENT][POSITIVE] OK, very good. You too, it's on its way.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh bye-bye.