AccountId: 011433970860
ContactId: 15828c62-1d73-49f4-a2d1-ba0c27ff682f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292570 ms
Total Talk Time (AGENT): 118711 ms
Total Talk Time (CUSTOMER): 70878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/15828c62-1d73-49f4-a2d1-ba0c27ff682f_20250617T18:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the provider's office to check on eligibility status.
[AGENT][NEUTRAL] I'm sorry, [PII], you're needing eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, let's look, OK, give me that entire number again, please.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK, so 4, OK, the 1 and then [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And the member's policy number please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the member's policy number is 02558868.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I did provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last name?
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Yeah, the last name I'll spell it. Yeah, the last name I'll spell it so uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show that she had been the subscriber on this dental policy, and this dental policy is no longer active. This policy was active from [PII] to its term date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no other active policy with APL, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, thank you. Can I get the group number?
[AGENT][NEUTRAL] 70055
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Just give me a minute.
[AGENT][NEGATIVE] And again, this policy is no longer active.
[CUSTOMER][NEUTRAL] Yeah, so can I get the mailing address and the payer ID?
[AGENT][NEUTRAL] OK, mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] City, [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your ID 60801.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So can I get your uh name and color.
[AGENT][NEUTRAL] I gave you my name, [PII], and my name and today's date will be your call reference number, [PII].
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can, can you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, can you spell your name?
[CUSTOMER][NEUTRAL] OK, [PII], uh, and can I get the reference number? It is.
[AGENT][NEUTRAL] My name in today's date and if you will file a claim with us for this number once the claim has been processed, you can check claim status by going to [PII] and you should be able to check claim status in our portal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Have a wonderful day.
[AGENT][POSITIVE] All right. I hope you do too, and thank you again. You're welcome, [PII]. Have a great day and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you for that