AccountId: 011433970860
ContactId: 04a9b35c-1a59-4864-8a31-0c2a49eb7536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205460 ms
Total Talk Time (AGENT): 113686 ms
Total Talk Time (CUSTOMER): 39892 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/04a9b35c-1a59-4864-8a31-0c2a49eb7536_20250217T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was calling to verify eligibility and benefits and to get history on a member.
[AGENT][POSITIVE] Well, I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, that would be 606-517.
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Yes ma'am, that'll be [PII], no extension.
[AGENT][POSITIVE] Alrighty, thank you so much, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information. Looks like [PII] is the insured on this dental plan. I do show her original effective date is [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want to fax back a benefit and check history. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Let me get that pulled up. OK, go ahead and give me a good fax number and then we'll go over her history for you right quick, OK?
[CUSTOMER][NEUTRAL] Yes ma'am, that'll be [PII].
[AGENT][NEUTRAL] I'm gonna repeat that fax number back, uh, [PII], just to make sure I'm keying this in correctly, area code [PII], was that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, let me get this sent so it can be going through right quick. You should have it in about 5 minutes, but let me just get it done right quick.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] If I can tap on this Monday, will be better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK, but.
[AGENT][NEUTRAL] All right, let's see. OK, now exactly what history are you wanting to check or just any history or certain codes or what?
[CUSTOMER][NEUTRAL] Um, just for preventative.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, looks like the last prophy cleaning and office visit she had was [PII], so it has to be 6 months apart.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it has to be 6 months apart to the date.
[CUSTOMER][NEUTRAL] Alright, 1 for 6 months, yes ma'am.
[AGENT][POSITIVE] Yes ma'am, and your bags looks like it's coming now. Is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes ma'am, that'll be all Mr. OK.
[AGENT][POSITIVE] OK, well, thanks so much for calling APO and you have a great rest of your Monday.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye