AccountId: 011433970860
ContactId: 02b998f0-9f7f-4686-83e0-272aa2f18f5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293239 ms
Total Talk Time (AGENT): 108025 ms
Total Talk Time (CUSTOMER): 63754 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/02b998f0-9f7f-4686-83e0-272aa2f18f5f_20250109T21:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for eligibility on a patient.
[AGENT][NEUTRAL] OK, you're only needing to verify if the policy is active or not. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Um, I need that fax back.
[AGENT][NEUTRAL] And this is on a dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It is um 00614966.
[AGENT][POSITIVE] All right. Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I told
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] OK, so she is the subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me a moment to get her facts that pulled up.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] What's your fax number? You can go ahead and give that to me while I'm waiting on this.
[CUSTOMER][NEUTRAL] Perfect, it's [PII]. That's my phone number. I'm so sorry. Let me give you the fax. I'm sorry.
[AGENT][NEUTRAL] OK. I was gonna say this is it, OK.
[CUSTOMER][NEUTRAL] It's the same but it ends in [PII] so it's [PII].
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And the the max is still the same for 1000?
[AGENT][NEUTRAL] Mhm. Yes. None of that there, there haven't been any changes to the benefits. That is correct. Give me just, uh, it's still, it's loading. And does it need to be put to your attention, sir or is that not necessary?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's not necessary.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] I'm just gonna repeat the fax one more time. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, well I have just sent that to you and I don't know if anyone has ever given you this before, [PII], but do you have our website for where you can check claim status once it has been processed?
[CUSTOMER][NEGATIVE] Um, no, and I just just because we don't have, we have like hardly any patience with this plan, so.
[AGENT][NEUTRAL] OK, well I can give you the website if you all were to choose to set up a profile so you can print the EOB from there that's fine. If not, you don't have to, but the website is secured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII]. OK, well, thank you again for calling APL. Have a nice evening.
[CUSTOMER][POSITIVE] OK, that's OK I appreciate your help though.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.