AccountId: 011433970860
ContactId: 3468c2ea-6d64-4ded-8f42-0463ecc4d38c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157710 ms
Total Talk Time (AGENT): 73884 ms
Total Talk Time (CUSTOMER): 46806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3468c2ea-6d64-4ded-8f42-0463ecc4d38c_20250121T20:30_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] Hi [PII], my name is [PII]. I'm calling from a provider's office. I'm calling regarding eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, the number you provided was 215-041-080.
[AGENT][NEUTRAL] Is that the social?
[CUSTOMER][POSITIVE] I apologize, yes, that is his social.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] Sure, no worries.
[AGENT][NEUTRAL] And can you verify the member's first and last name? I just want to make sure I'm in the right place.
[CUSTOMER][NEUTRAL] Absolutely. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 251.
[AGENT][NEUTRAL] 7064.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy has been active since [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] So, I'm calling from a dental office, so the first thing you need to see is to see if the providers in network and then if there's any history on file, and then a fax of the benefits would be good.
[AGENT][NEUTRAL] OK, hold on one second. So this is, so he doesn't have dental benefits with us. This is a secondary policy to his primary medical insurance. So his primary medical may have dental benefits, but his gap or his second does not.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, no worries. So this is medical only. OK, may I have a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII].
[CUSTOMER][POSITIVE] All right, [PII], thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APLE. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.