AccountId: 011433970860
ContactId: 16cd1c0c-2454-4ed9-b757-575868e2f989
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443929 ms
Total Talk Time (AGENT): 194246 ms
Total Talk Time (CUSTOMER): 108577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/16cd1c0c-2454-4ed9-b757-575868e2f989_20250530T12:28_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 was calling for some member benefits, dental benefits.
[AGENT][NEUTRAL] Did you say dental benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. Well, I can help you with that on our dental policies. We have facts backs of the member's benefits that I will be happy to send to you.
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] I have 02460686.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information DJ that I'm sorry, [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 their date of birth?
[CUSTOMER][NEUTRAL] Name is [PII], first name is spelled [PII]
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. So um as far as the name goes, we have it as [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I probably just spelled it wrong.
[AGENT][NEUTRAL] So that's how we receive the enrollment information. So if it's AIA.
[AGENT][NEUTRAL] Uh, they would need to reach the member would need to reach out to us because it your, your information that I'm gonna send you will have it spelled the way we have it in our system, OK?
[AGENT][NEUTRAL] But I do show that he is the subscriber and this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And we do not have any history on file for this number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a, well, let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And what is your fax number that I can send this to, please, [PII]?
[CUSTOMER][NEUTRAL] It's the same as the uh phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a group number for this policy?
[AGENT][NEUTRAL] I can provide that for you in one moment. Hm.
[AGENT][NEUTRAL] And again, your fax number was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, where did I get that? Oh, I just typed the number wrong. I have [PII]. 1 moment.
[AGENT][NEUTRAL] OK, so 214504-2137.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So that has just been sent to you.
[AGENT][NEUTRAL] And the group number is going to be 17626.
[AGENT][NEUTRAL] Which should also be on his ID card if he presented that to you.
[CUSTOMER][NEUTRAL] Alright, and do you have the employer name or the group name?
[AGENT][NEUTRAL] Universal trucking.
[AGENT][NEUTRAL] Stevens Transport.
[CUSTOMER][NEUTRAL] Universal trucking.
[AGENT][NEUTRAL] Uh-huh. Stevens Transport. Correct.
[CUSTOMER][NEUTRAL] Stevens Transport.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And does this policy have any missing tooth clause?
[AGENT][NEUTRAL] It does, and that is also stated on the fax back.
[AGENT][NEUTRAL] On page one,
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Is this uh policy paid on seat or prep?
[AGENT][NEUTRAL] Set
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And does this uh policy offer any downgrades for fillings or crowns?
[AGENT][POSITIVE] No downgrades.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Trying to think um.
[CUSTOMER][NEUTRAL] For um
[CUSTOMER][NEUTRAL] The insurance sorry.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] For the co-insurance for um.
[CUSTOMER][NEUTRAL] Code 4346.
[CUSTOMER][NEUTRAL] Would be
[AGENT][NEUTRAL] 4346 is not covered under this policy.
[AGENT][NEUTRAL] And all the codes that are covered are listed on the policy.
[AGENT][NEUTRAL] And you did say 4346, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, that is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how about code [PII]?
[AGENT][NEUTRAL] [PII] is.
[AGENT][NEUTRAL] That is, um, that is on here, yes. Under basic expenses. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right. I'll be looking for your facts. I appreciate your help.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Well, you are certainly welcome. And then one last thing, [PII], if you all file a claim for this member with us, once it has been submitted and processed, we do have a portal in which you should be able to check claim status in, and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, again, is there anything else that I can help you with? Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, ma'am, I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome and I thank you again for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes and thank you. Bye bye.