AccountId: 011433970860
ContactId: 4b20c0f7-9c27-42a1-87ed-9ffa568b26c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308440 ms
Total Talk Time (AGENT): 130424 ms
Total Talk Time (CUSTOMER): 80730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/4b20c0f7-9c27-42a1-87ed-9ffa568b26c0_20250206T20:07_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], my name is [PII] and I'm calling from Cornerstone Dental. How are you?
[AGENT][NEUTRAL] Fine, [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well thank you um I was.
[AGENT][POSITIVE] Good, well, how can I help you?
[CUSTOMER][NEUTRAL] So I'm calling in reference to a claim for a patient. We received a letter from you guys, um, stating that you are awaiting information to confirm eligibility from benefits in a card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I called them and they sent me over to you, so I don't know what's going on.
[AGENT][NEUTRAL] Yes ma'am, I'll be happy to help you with looking at that. You said so you received our EOB stating we were waiting to confirm eligibility and you reached out to Vic but they just transferred you over to us. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 02543317
[AGENT][NEUTRAL] OK, thank you, so give me a moment to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you know who you happen to have spoken with at Benefits Center car, [PII]?
[CUSTOMER][NEUTRAL] Um, her name was [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[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. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please?
[CUSTOMER][NEUTRAL] Um, it was a 11425 $280.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the claim number that you have?
[CUSTOMER][NEUTRAL] Uh, let me see, uh, 355-5956.
[AGENT][NEUTRAL] OK, thank you. So one moment.
[AGENT][NEUTRAL] OK, so yes, OK, so the claim has now been processed.
[AGENT][NEUTRAL] We did receive confirmation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From benefits and a card of eligibility, that claim just went through processing on yesterday [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there has been a payment issued on this policy choice in the amount of 276.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will should be be mailed out today.
[AGENT][NEUTRAL] Today or tomorrow at the latest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][POSITIVE] Great, great, great, OK.
[AGENT][NEUTRAL] Now you should, it may take until tomorrow but uh do you already have our portal website where you can go in and access the EOBs?
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Um, I don't think that I do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so our portal website for that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was and the EOB should have updated remarks.
[AGENT][NEUTRAL] You know, it should no longer have that about the pending eligibility.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK. Well, is there anything else that I can help you? Oh, you're very welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that is it. Have a great rest of your day.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.