AccountId: 011433970860
ContactId: fa38f557-afdc-40a1-835d-d0727f007bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194089 ms
Total Talk Time (AGENT): 100855 ms
Total Talk Time (CUSTOMER): 81218 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/fa38f557-afdc-40a1-835d-d0727f007bd1_20250122T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII]. I'm calling from a provider's office to verify dental el eligibility and benefits.
[AGENT][POSITIVE] OK, and I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Sure, it's [PII], that spelled [PII]
[AGENT][POSITIVE] Thank you and your callback number if we are disconnected please do.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you so much. And may I have the policy number please for the patient?
[CUSTOMER][NEUTRAL] 1,378,430
[AGENT][NEUTRAL] OK. And to repeat, I have that as 1,378,430.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and that is [PII].
[AGENT][NEUTRAL] OK, thank you so much, and you're calling for eligibility and benefits for the member. I can certainly help you with that. And I can also send over a fax back to you as well once I'm done with the verbal breakdown. Give me one second. Of course, of course. Now the policy shows effective for the member as of [PII], and this policy shows active. The plan follows UCR, usual customary and reasonable rates.
[CUSTOMER][POSITIVE] Fantastic, please.
[AGENT][POSITIVE] And get me started here with the benefits for you. I'm so sorry, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you. And before I start, would you need the group name and number before I start with the benefits?
[CUSTOMER][NEUTRAL] Oh no, um, we have his policy on file. I just need to see what how much he's used, if there's any changes, that kind of thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the member has not used any benefits for [PII] and nothing has changed as far as benefits.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Awesome. All right, let's see uh.
[CUSTOMER][POSITIVE] Nothing's been better used. Perfect. Um, I, I would love to go ahead and get that faxed, and if possible I just wanna verify um the network we have that you guys listed as out of network for us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, the plan follows UCR, so there's no pro.
[AGENT][NEUTRAL] Preferred provider network with this policy or with this plan.
[CUSTOMER][POSITIVE] Oh, I see. OK. No, no. All right, perfect. Uh, and what was your name? I'm so sorry.
[AGENT][NEUTRAL] No, no problem. My name is [PII]. My last initial is [PII], and [PII], may I have your fax number please to send it over to you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And let me just repeat that to you. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will get that sent right over to you. Anything else I can help you with, please [PII]?
[CUSTOMER][NEUTRAL] A reference number for the call if that's possible.
[AGENT][NEUTRAL] We do not provide reference numbers. I apologize, but you can please use my name and today's date.
[CUSTOMER][POSITIVE] All right, perfect. I'll look forward to getting that faxed. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII] and thank you for calling APL. You have a great day. Thank you.
[CUSTOMER][POSITIVE] Thank you. Mm bye.
[AGENT][NEUTRAL] Bye.