AccountId: 011433970860
ContactId: 41b858e6-bb9d-4bbb-8c42-26c7e4d424f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285170 ms
Total Talk Time (AGENT): 134685 ms
Total Talk Time (CUSTOMER): 56148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/41b858e6-bb9d-4bbb-8c42-26c7e4d424f8_20250220T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling. I have a patient here. She did give me two cards. I wanted to see if she had any dental coverage.
[AGENT][NEUTRAL] OK, you're needing to check for dental eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And if the member does, uh, rather your patient does have active coverage with APL, I can send you a fax back of the benefits for her. So first off, um, who am I speaking with, please?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], will you spell your name so that I get it right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it gonna be the policy number on the card? OK, 02594232.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And you hear any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Her name is gonna be [PII]. Her date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. So I do show she is the subscriber on this dental policy and you're saying it is active with an effective date of [PII].
[AGENT][POSITIVE] And give me just one moment to get her fax information pulled up and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] And is this plan, is it a what's the um.
[CUSTOMER][NEUTRAL] The maximum.
[AGENT][NEUTRAL] She has a $500 calendar year maximum benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With a $50 calendar year deductible and that information [PII] rather I'm so sorry, is on the fax back that I'm going to send to you.
[AGENT][NEUTRAL] As well. OK, does the facts need to be put to your attention or is that not necessary?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] And you can just put [PII]
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right, so just one moment.
[AGENT][NEUTRAL] For some reason, my screen is hung up, so please bear with me.
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] I'm I'm sorry, that's wrong [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back to you. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I have just sent that to you now, [PII], anything that is not on the fax back means it would not be covered under her policy.
[AGENT][NEUTRAL] We do not have any history on file for her.
[AGENT][NEUTRAL] And lastly, once we have processed out the claim here at APL, we do have a portal that you should be able to check claim status in and print the EOB as well by going to secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I think I have that right.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's all set.
[AGENT][POSITIVE] Uh, OK. Well then, thank you again for calling APL today, [PII] and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.