AccountId: 011433970860
ContactId: 0e87590e-8b46-4179-b9d7-ba3743f72d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286410 ms
Total Talk Time (AGENT): 159844 ms
Total Talk Time (CUSTOMER): 77007 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0e87590e-8b46-4179-b9d7-ba3743f72d63_20250410T16:39_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I think I just spoke with you.
[AGENT][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Um, I'm calling to verify a patient's benefits. I have an ID number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], yes, ma'am. You called for a dental eligibility. OK. And you said your callback number was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And you now have an ID number for me? Is it [PII]? OK. And what is that policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 613594
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] And I know it was a really old policy, so it may not even be active.
[AGENT][NEUTRAL] OK, and any information that I am able to provide for you today would be a verification of benefits and not a guarantee of payment and one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I went to lunch, [PII] and I came back and all kinds of stuff had gone on with my system here.
[AGENT][POSITIVE] So, thank you for your patience. Again, it's just taking a moment to load.
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] OK, so again, any information provided would be a verification of benefits and not a guarantee of payment. What is her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So she is now considered the primary policy holder. She had been a dependent.
[AGENT][NEUTRAL] Her husband was the primary, but he may have passed away. Um, I'm not sure, but she's now listed, so that's why I wasn't able to locate it.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the other information before, um, but the policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh she is now the subscriber on it. Now, as far as this is not a network plan that she has with APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And does this fact that need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] So is it like a discount plan or it's an actual insurance?
[AGENT][NEUTRAL] No, it had this plan has it pays specific amounts for certain services that are listed on the fax back. So if the code's not on the fax back, it means it wouldn't be covered.
[CUSTOMER][NEUTRAL] Uh, they just send it out.
[CUSTOMER][NEUTRAL] OK, so we'll charge our fee and then you guys will pay, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And what is a good fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I told her about it.
[AGENT][NEUTRAL] OK. And again, that is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so I have just sent that to you and then one additional piece of information for you, [PII] is if you also submit a claim to us once it has been processed by APL, we do have a portal in which you should be able to check claim status for her and our website for the portal is located at secured.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Oh, OK, I have a question.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that backpack is on its way to you. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, that's all.
[AGENT][POSITIVE] OK, well, thank you again for calling APL. It was nice speaking with you and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Sure