AccountId: 011433970860
ContactId: 5c681d16-2d78-40f5-a207-da8f9b03f78c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290859 ms
Total Talk Time (AGENT): 123267 ms
Total Talk Time (CUSTOMER): 101201 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/5c681d16-2d78-40f5-a207-da8f9b03f78c_20250414T20:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I am checking for a patient's benefit. Can you help me with that?
[AGENT][NEUTRAL] OK, did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're needing eligibility and benefits, [PII] or just benefit information?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] OK. And for the callback number, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] All right. And for the, oh, is it OK if I provide you the social? Cause I do not see ID.
[AGENT][NEUTRAL] If your patient is the primary policy holder, I can use the social. If they're a dependent on the policy, I can't. Is your patient the subscriber?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes. OK, hold on. Actually, no, I see the ID number. OK. It's gonna be [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] What type of policy are you calling about today, [PII]?
[CUSTOMER][NEUTRAL] For routine dental.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can help you with eligibility and benefits. Now on the benefit information, we have fact backs of the dental benefits that I will send to you that will have everything on there that is covered under this member's policy. But first, any um information that I do provide will be a verification of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] and not a guarantee of payment. So if you could confirm your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for the patient I'm checking it with [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on this dental policy and it is active, [PII], with an effective date of [PII].
[AGENT][NEGATIVE] And there is no history on file for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And so for this patient,
[AGENT][NEUTRAL] And what is a good box?
[AGENT][NEUTRAL] What is a good fax number that I can send her benefit information to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK. So for this patient, I just need to know for the or benefits. Would you be able to give me that? Just for or?
[AGENT][NEUTRAL] If there are no. Did you say ortho?
[AGENT][NEUTRAL] Yes, ma'am, or I was not covered.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So is it not covered due to age limit or it is just not covered?
[AGENT][NEGATIVE] It is, it is not covered under this policy at all.
[AGENT][NEUTRAL] It has nothing to do with age limit.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK. So lastly, I just need to know for the group number. Can you provide me with that?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, and it should also be a card. It should be 70069.
[CUSTOMER][POSITIVE] 70069. OK. Thank you so much. And can I please get your name again?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII] and my name and today's date will be your call reference number. So do you not need the fax back since you're not since you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Right. Uh, so I just need auto and it's not covered.
[AGENT][NEUTRAL] Only needed information related to Ortho.
[CUSTOMER][POSITIVE] Mhm, that will be all for my grace for this patient.
[AGENT][NEUTRAL] Yes, ma'am. Orthodontics, yes.
[CUSTOMER][POSITIVE] Mhm. All right. Thank you so much. Have a great one.
[AGENT][NEUTRAL] OK, then. Well, if that's all that I can help you with and
[AGENT][POSITIVE] Yes, ma'am. Well, I hope you have a nice day too, if that's all I can help you with. Thank you again, [PII], for calling APL.
[CUSTOMER][POSITIVE] All right, thank you. You do the same. Have a good one.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.