AccountId: 011433970860
ContactId: 61923da0-95e2-4a96-963b-7dd5432e4068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307850 ms
Total Talk Time (AGENT): 127453 ms
Total Talk Time (CUSTOMER): 66902 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/61923da0-95e2-4a96-963b-7dd5432e4068_20250508T12:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I was calling just to get eligibility and benefit information for a patient coming in next week.
[AGENT][NEUTRAL] OK [PII], you're needing benefit and eligibility for member, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 02565039
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is this on a dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Now, on our dental policies also [PII], we do have facts, facts of the member's benefits and I'll be happy to send you that.
[CUSTOMER][POSITIVE] Oh perfect thank you.
[AGENT][NEUTRAL] OK, so give me so give me just a couple of moments to get the information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] OK, and [PII] again any information provided will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] So the patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And if you want
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this dental plan and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And give me just a moment to get the fax back information pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Does the fax back need to be sent to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary.
[AGENT][NEUTRAL] OK. And what's your fax number, please?
[CUSTOMER][NEUTRAL] It is area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm just gonna repeat that back. [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so provided there's not any type of technical issue, you should be receiving that very soon. And if you all end up filing a claim with us, [PII] for review, once it's been processed, we do have a portal in which you should be able to check claim status and that um website is secured. Amublic.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now do you need any additional information?
[AGENT][NEUTRAL] On him
[CUSTOMER][NEUTRAL] Um, no, if I could just get a reference number for our call.
[AGENT][NEUTRAL] Yes, ma'am, the uh reference number would be my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for your help today.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL if that's all I can help you with, I hope you have a very great day, [PII].
[CUSTOMER][POSITIVE] Yep, that will be all thank you have a great day as well.
[AGENT][POSITIVE] Thank you very much. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.