AccountId: 011433970860
ContactId: 615a4fec-18c5-4f65-8d9b-3379e320f60a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533460 ms
Total Talk Time (AGENT): 186523 ms
Total Talk Time (CUSTOMER): 185615 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/615a4fec-18c5-4f65-8d9b-3379e320f60a_20250502T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], I'm calling from Family Health Center dental department in [PII], and my name is [PII]. Um, I am calling to inquire about eligibility and benefits for a patient with APL for dental. It's through [PII], I believe.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify eligibility and get a fax back of the member's benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is the member's policy number please?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number, but I do have the Social Security and the first last name and date of birth.
[AGENT][NEUTRAL] OK, and the social you have is for the subscriber, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am for Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] So this [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[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. Uh, what is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, give me just a moment. I mean, I'm so sorry [PII]. I'm having some trouble pulling in some information, so just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do show she is the subscriber [PII] on this dental plan and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And there is no history on file for her?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And what is a good fax number and I'll be happy to send this fax back with her benefit information on it.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, it would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and does it need to have your name on it or is that not necessary?
[CUSTOMER][NEUTRAL] Yeah, you can put [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and again, the fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] OK [PII], so I have just sent that information to you so you should be receiving that very soon and one additional thing once if you all do file a claim rather with us once it has been processed, we do have a portal in which you should be able to check claim status for her by going to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] Oh, I see it, yeah, OK.
[CUSTOMER][NEUTRAL] And then um I do have one more question um because I was trying to look for um the claims address I issued it as American Public Life, but I did not put [PII] um do you by any chance have like the PO box information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the mailing address would be for [PII], and that is also gonna be on the fax back, but I'll be happy to verbally give it to you as well if you want that. The payer ID, fax number and mailing address is on the fax back, but it's [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, um, and then I, I literally just put in the claims that it is American Public Life, um, so and then I put that exact PO [PII]. OK, fantastic. Um, I do have just two more questions and I don't know if these are on the fax back but should I use the social as the subscriber ID or am I legally able to obtain that over the phone?
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] Mhm, that's correct. Yes, ma'am.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] The policy number that you should use is 261.
[AGENT][NEUTRAL] 5392.
[CUSTOMER][NEUTRAL] Yes ma'am, 261-53992 and then I guess the second question was the group number.
[AGENT][POSITIVE] Uh-huh, that's correct.
[AGENT][NEUTRAL] It is 70096.
[CUSTOMER][POSITIVE] Yay, OK, fantastic. OK, and then I have just, um, I'll put current employment. OK, fantastic and then I have literally every single thing because of you, Ms. [PII], and I'm adding this to Epic in the patient's notes so I really, really appreciate your time. You have been wonderful. um, yeah, that has been.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] [PII]. Well, it was my pleasure.
[AGENT][POSITIVE] Yes, ma'am. It was my pleasure in helping you today, [PII]. So do you have any other questions? Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am, nope, you've been fantastic.
[AGENT][POSITIVE] Well, thank you for saying that and again, but it's my pleasure and I thank you for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Yeah. Same to you, Ms. [PII]. Thank you. OK. Bye.
[AGENT][POSITIVE] All right, [PII], have a great day. Bye-bye. Thanks. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.