AccountId: 011433970860
ContactId: 4fcc2df5-43a5-49e8-86c2-50db40f8f140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271510 ms
Total Talk Time (AGENT): 123811 ms
Total Talk Time (CUSTOMER): 70496 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4fcc2df5-43a5-49e8-86c2-50db40f8f140_20250311T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, yes, I'm calling to get um eligibility on a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility. You do not also need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Uh, well, yeah, I would need both of them.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you with both and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you and [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] The what number?
[AGENT][NEUTRAL] Members's policy number?
[CUSTOMER][NEUTRAL] Uh, um, that is 02567186.
[AGENT][NEUTRAL] OK thank you one moment [PII], let me get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What type of policy are you calling on behalf of this number?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] OK, yes ma'am, and I can help you with that. Now on our dental policies, [PII], we have fax facts of the member's benefits that I can send to you. So first off, any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, her name, her first name is [PII]
[CUSTOMER][NEUTRAL] Last name's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber on this dental plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me one moment to get her benefit information pulled up.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And [PII], will the facts need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] OK, alright, I have to put on your, um, the calendar.
[CUSTOMER][NEUTRAL] Uh, no, it's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good fax number for you, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, I'm just gonna repeat that. [PII].
[CUSTOMER][POSITIVE] Hey how are you doing?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and so I have just sent that to you. Anything that is not on the fax back means it would not be covered under this policy, [PII], and we do not have any history on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] OK, well, and one last thing, if you will end up filing a claim with us, [PII], once the claim has been processed by APL, we do have a portal in which you should be able to check claim status for us by going to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's gonna do it.
[AGENT][POSITIVE] OK, well I thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Alright thanks you too.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Papa.