AccountId: 011433970860
ContactId: 1b32b4f1-d858-4f31-959e-6e1823232842
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211300 ms
Total Talk Time (AGENT): 85378 ms
Total Talk Time (CUSTOMER): 83741 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1b32b4f1-d858-4f31-959e-6e1823232842_20250606T17:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] at Brandon Dental, and I needed to verify a couple members insurance, dental insurance.
[AGENT][NEUTRAL] OK, well, I can help you with the um eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02122218
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the first one is [PII], date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Are the other members on this policy or are there other policies?
[CUSTOMER][NEUTRAL] Uh, no, there's on this policy too, it's [PII] and [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the policy was is active, it's been effective since [PII].
[AGENT][NEUTRAL] Let me see what type of policy they have. And did you need to go over benefits or just needed the effective date?
[CUSTOMER][NEUTRAL] No, I just needed I just needed verification.
[AGENT][NEUTRAL] OK, what do you mean by verification just active? OK.
[CUSTOMER][NEUTRAL] That they had, you know, that your coverage was good, uh, the, their eligibility, yes, and I also had sent a couple of pre-authorizations. They may not have had. I just sent them on the [PII], so they may not have had time to be processed yet.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on one moment I'm just gonna check and see if anything came in. You said [PII] and [PII], right, or was it [PII] and [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, let me, yes, it's very confusing with that.
[AGENT][NEUTRAL] I got them mixed up. I had it the first go around.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII] and [PII] have the [PII] and.
[CUSTOMER][NEUTRAL] Let's see [PII] and I see who's I'm doing. I was verifying the insurance. I knew they had some [PII] and [PII] uh for eligibility, mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Let's see if they have anything in.
[AGENT][NEGATIVE] No, only a claim, but not like the, the pre-estimate. It hasn't been received yet.
[CUSTOMER][NEUTRAL] No pre-estimate out there, OK, OK, I thought maybe it was a little too soon.
[CUSTOMER][NEUTRAL] OK, but they're they are eligible they do have the coverage, correct?
[AGENT][NEUTRAL] Mhm. Yes, ma'am, they've been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you and I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too mm bye.
[AGENT][POSITIVE] You're welcome. Bye bye.