AccountId: 011433970860
ContactId: 42b248ab-6351-45dc-b838-f0f5a12cfcd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433899 ms
Total Talk Time (AGENT): 173193 ms
Total Talk Time (CUSTOMER): 159480 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/42b248ab-6351-45dc-b838-f0f5a12cfcd8_20250619T12:05_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, good morning. Thank you for calling APL. Can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I can hear you now. My name is [PII] calling to check patients' eligibility and benefits for dental.
[AGENT][NEUTRAL] OK, [PII], for you're needing eligibility and benefits for dental, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And same for our dental policies, we have fas facts of the member's benefits that I will send to you.
[AGENT][POSITIVE] So first off, what is a good call.
[CUSTOMER][NEUTRAL] Alright, and then
[CUSTOMER][NEUTRAL] Uh, sorry, OK, go ahead. best call back number [PII], no extension. Sorry, I didn't catch your name.
[AGENT][NEUTRAL] And then.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes ma'am. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] Number's policy ID number I am showing is going to be OK one moment let me check.
[CUSTOMER][NEUTRAL] One moment because I'm having a latency issue. One moment, let me check.
[AGENT][NEUTRAL] Uh oh, that's OK. I understand.
[CUSTOMER][NEUTRAL] Um, policy ID.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Alright, there you go, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I think it's 500, yeah, 5002637222.
[AGENT][NEUTRAL] OK, [PII], thank you one moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] OK thank you one moment
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Information that I did.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so I do show [PII] that she is the subscriber on this dental policy and it is active and the effective date on this plan is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], um, the group number is it 70055?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Let's see. Yes, it is.
[CUSTOMER][NEUTRAL] OK, what is the employer's name or group name?
[AGENT][NEUTRAL] TRC Staffing Services Incorporated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How about the incorporated? How about deductible annual max or Max?
[AGENT][NEUTRAL] Yes ma'am, that is gonna be on this fax like the calendar, your maximum for covered service is $500 for covered insured with a calendar year deductible of $50.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK, no family deductible.
[AGENT][NEUTRAL] This is an individual policy only.
[CUSTOMER][NEUTRAL] Uh, OK, and then last question, what is the level of coverage for preventative, basic, and major?
[AGENT][NEGATIVE] Preventative, it does not have any benefits for anything other than preventative and basic.
[AGENT][NEUTRAL] Like basic is 100% of allowable and the uh radiographs basic and basic restored over 80% of allowable and those are subject to the calendar year deductible.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Uh, OK, no, no major coverage.
[AGENT][NEUTRAL] That is correct, and that information is also on the fax tag.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, uh huh, let me check if I have everything here cause, um, the patient is already waiting at the clinic. That is why I need to, you know, um, wait.
[AGENT][POSITIVE] Uh, yes, ma'am. I'm gonna send it right now. Sure.
[AGENT][POSITIVE] Absolutely. I'm gonna.
[CUSTOMER][POSITIVE] Yes, thank you, um, I'll give you your fax number, OK.
[AGENT][NEUTRAL] Yes, ma'am. What is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just gonna repeat that and does it need to be put to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so again that fax number is [PII].
[CUSTOMER][POSITIVE] Yes, you are correct. Thank you so much. May I have a reference number?
[AGENT][NEUTRAL] OK, so, yes, ma'am, and that has been.
[AGENT][NEUTRAL] You would use my name that I gave you along with today's date and then also if you all file, if you all will be filing a claim with us once the policy excuse me, once the claim has been processed by APL, we do have a portal that you should be able to check claim status in [PII], and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh portal is my.
[CUSTOMER][NEUTRAL] Secured with the.
[AGENT][NEUTRAL] Yes, with a [PII]
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, uh, do we need username and password?
[AGENT][NEUTRAL] You would set up your own profile. It's a self-registering portal.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] OK, um, I'll, uh, yeah, I'll take note of this. Thank you so much, [PII]. You have a great day. Bye for now.
[AGENT][POSITIVE] OK, well you're welcome.
[AGENT][POSITIVE] I hope you have a great day too, and if that's all I can help you with, [PII], thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you, bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] You know so