AccountId: 011433970860
ContactId: 2104212e-b6bb-41d4-9921-d848ae49600f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336489 ms
Total Talk Time (AGENT): 156070 ms
Total Talk Time (CUSTOMER): 77143 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2104212e-b6bb-41d4-9921-d848ae49600f_20250108T19:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] Also doing better, thanks for asking. I'm calling from Crosby Dental office.
[AGENT][POSITIVE] Good. Well, how can I help you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from Crosby Dental office to verify the dental benefit for a patient.
[AGENT][NEUTRAL] OK, clients, you're needing to verify dental benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you say that you were needing to verify dental benefits for a member?
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Say the phone number again, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and [PII] on our dental policies, thank you for that. And on our dental policies, we send fax backs of benefits for the member's plan. What is your patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah,
[CUSTOMER][NEUTRAL] I don't have the member ID.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Could you please check with the patient name and date of birth?
[AGENT][NEUTRAL] I can't search by date of birth. Do you have the social security number for the number?
[CUSTOMER][POSITIVE] Yes I have. I'm giving you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] A guns.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so she is the spouse of the subscriber on this general plan plant. This policy is active. What's an effective date of [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is a good fax number that I can send this fax back of benefits to, because anything that is everything is on the fax back and anything not on the fax back means it would not be covered under this policy.
[CUSTOMER][NEUTRAL] See, uh.
[AGENT][POSITIVE] And I'm gonna give you the correct policy number also.
[CUSTOMER][NEUTRAL] I see I have all the information with me.
[AGENT][NEUTRAL] The policy num
[CUSTOMER][NEUTRAL] I have all the information with me. I just want to know, yeah, I just want to know the annual max and remaining.
[AGENT][NEUTRAL] You do
[CUSTOMER][NEUTRAL] That's all I need.
[AGENT][NEUTRAL] The calendar year maximum benefit is $1500 per covered insured, and there is a calendar year deductible of $50 per covered insured.
[AGENT][NEUTRAL] And you're wanting to know about this calendar year. As of now there have not been any benefits used for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I get the reference number?
[AGENT][NEUTRAL] And you will need the correct policy number?
[AGENT][NEUTRAL] OK, you did not have the member's policy number which will, you will need to file a claim with APL?
[AGENT][NEUTRAL] And the policy number is 193.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4036.
[AGENT][NEUTRAL] And then one last thing, [PII], we also have a portal in which you can create a profile to have access to claim status and EOBs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that website to set up your profile will be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, can I get the reference number for this call?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] And your good name?
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for the information that's all I need, have a good one.
[AGENT][POSITIVE] OK, well, you too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh huh bye bye.