AccountId: 011433970860
ContactId: 4a37f00f-759c-4e34-9314-8e18f10c1e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256619 ms
Total Talk Time (AGENT): 126409 ms
Total Talk Time (CUSTOMER): 45968 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4a37f00f-759c-4e34-9314-8e18f10c1e0c_20250428T17:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Pine Haven Dental, and I'm trying to verify eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] OK [PII], so you said this is on a dental policy that you're calling about, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're needing to get eligibility and benefits, is that also correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things, and what is a good call back number for you [PII]?
[CUSTOMER][NEUTRAL] It is [PII]. I'm I'm sorry [PII], that's not the 6 is my fax number.
[AGENT][NEUTRAL] OK. All right. And what is your um patient's policy number, please?
[CUSTOMER][NEUTRAL] It's 02365835.
[AGENT][NEUTRAL] OK, thank you. One moment while I get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I said give me just a moment to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] 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] Yeah, we do have the payment.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. I do show that he is the subscriber on this policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] And then we have our fax backs of the member's benefits that I'll be happy to send to you if you would like.
[CUSTOMER][POSITIVE] That would be perfect, yes ma'am.
[AGENT][NEUTRAL] OK. And you said that your fax number was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] Fine, just one moment for me to get that pulled up to send to you.
[AGENT][NEUTRAL] And while that is loading, I don't know if you already have this information or not [PII] but if you also submit a claim to us for review once it has been processed, we do have a portal that you should be able to check our claim status in.
[AGENT][NEUTRAL] And the website for our portal is located at [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And on this back back that I'm going to send to you, does it need to have your name on it or is that not necessary?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, it's not necessary.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, well, I have just sent that back back to you so provided there's not any mishap, you should be receiving that very soon.
[CUSTOMER][POSITIVE] Thank you so much for your help today.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I could help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes ma'am, thank you.