AccountId: 011433970860
ContactId: 2bed2e9d-c5c0-410c-810a-1eab2491fcbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299000 ms
Total Talk Time (AGENT): 135077 ms
Total Talk Time (CUSTOMER): 154683 ms
Interruptions: 7
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2bed2e9d-c5c0-410c-810a-1eab2491fcbd_20250416T13:22_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], my name is [PII]. I'm calling from, um, Batavia Family Dental, and I just have a patient coming in tomorrow, and it doesn't look like we've, um, verified that insurance is still active for the [PII] year. So I'm just calling to double check, make sure it's active, and if I don't know if you guys do like fax backs of breakdowns or anything like that, but OK, cool, cool.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify eligibility and get a fax back of the benefits, is that correct?
[CUSTOMER][POSITIVE] Yeah yeah that'd be great.
[AGENT][POSITIVE] Yes, ma'am. I can certainly help you with those things. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Yep, I have like the subscriber number. Oh yeah, it's the same, isn't it? OK, 01397282.
[AGENT][NEUTRAL] OK, thank you. Give me a couple moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] We're gonna see how that goes, but definitely.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Popping down or checking.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, I got [PII] and it's [PII]. She's the spouse.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So that's for me as well except for Tuesdays until like mid May I have school all day so Mondays would be like the ideal.
[AGENT][NEUTRAL] OK, so I do show she is the spouse on this policy and yes ma'am, it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][POSITIVE] And if you'll give me just a moment to get the fax back information pulled up, [PII], I'll be happy to send that to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That through May though in school all day so it's I have school Tuesdays and Thursdays so May his mom's off on Mondays too, yes, [PII].
[AGENT][NEUTRAL] OK, and what is a good fax number for you? Well, well, give me, it's still trying to load, Amber, just one second.
[CUSTOMER][NEUTRAL] Get that
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] Well, you can go ahead and give me, while it's loading, you can go ahead and give me your fax number.
[CUSTOMER][NEUTRAL] Number for that as well.
[CUSTOMER][NEUTRAL] OK, sure, yeah, uh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and does it need to have your name on it or is that not necessary, the fax?
[CUSTOMER][NEUTRAL] It's not necessary. Yes, uh, she'll bring it back to me as soon as it pops up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can.
[AGENT][NEUTRAL] And again, that is [PII].
[CUSTOMER][POSITIVE] You got it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] need a consult on.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Going on there.
[AGENT][NEUTRAL] OK, so I have just sent that to you so provided that there's not any type of technical mishap, you should be receiving that very shortly and then [PII], once we have received a claim and it has been processed by us, we do have a portal in which you should be able to check claim status for her and that uh website for the portal is located at [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We usually start their design.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] That the break it off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there any other information you need regarding her?
[CUSTOMER][NEUTRAL] Why is it always like this.
[CUSTOMER][NEUTRAL] Um, I think that's everything, yeah, I had all my like my actual.
[AGENT][POSITIVE] OK. Well, then, if that is all I can help you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][POSITIVE] Um, I don't think so. I think, I think that should be, that should be good. Yeah, that's all I needed today as of right now, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, as of right now anyway, OK. Well, if you, if something else comes up, then give us a call back we'll be happy to help you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye bye.
[AGENT][POSITIVE] Mhm. Yes, ma'am. Thank you. Bye-bye.