AccountId: 011433970860
ContactId: 5a114642-5beb-4f96-be28-e1b0eab65dc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330559 ms
Total Talk Time (AGENT): 150857 ms
Total Talk Time (CUSTOMER): 52523 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5a114642-5beb-4f96-be28-e1b0eab65dc8_20250610T19:53_UTC.wav
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[CUSTOMER][POSITIVE] you made it.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I just need to get a patient's insurance verified.
[AGENT][NEUTRAL] OK, you're just needing to verify eligibility.
[AGENT][NEUTRAL] Or do you need benefit information as well?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Both
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 718156
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information [PII] 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] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And this is on a dental policy that you're needing information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on our dental policies, [PII], we have fax facts of the member's benefits that I'll be happy to send to you. Just give me a moment to get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And again any information that is provided would be a verification of benefits and not a guarantee of payments so yes ma'am, I do show that she is the subscriber on this policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And just give me a moment to get all her fax back information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me what month our renewal month is? Is it a January to January?
[AGENT][NEUTRAL] Yes sir it's a calendar year plan. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good fax number for you, [PII], so I can send this to you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Will it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] That's fine. It doesn't matter. It doesn't really matter.
[AGENT][NEUTRAL] That matter, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And she still has that $1000 max.
[AGENT][POSITIVE] I can check that for you in a moment. I'll be happy to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm just gonna repeat that fax number back to make sure I heard you correctly. So that was [PII] oops, let me get my fingers on the right place here. I'm sorry, [PII] [PII], is that right?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I've just sent that to you and let me check her history this year.
[AGENT][NEUTRAL] You need for any accumulation.
[AGENT][NEUTRAL] OK, so as of now, no ma'am, she has not used any of her benefits for this calendar year.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] And then [PII], I don't know if someone has given you this before, but if you all end up filing a claim with us for her once the claim has been processed, we do have a portal in which you should be able to check her claim status and the website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, I don't know if we even have that.
[AGENT][NEUTRAL] Yes ma'am. It's a self registering, yeah, it's a self registering portal so you would just select provider and follow the.
[CUSTOMER][NEUTRAL] An account with that?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Follow the steps.
[CUSTOMER][POSITIVE] Well thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, [PII], well then, thank you again for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.