AccountId: 011433970860
ContactId: 6c9efcc2-79a5-4b39-ad96-a178173ab78a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265679 ms
Total Talk Time (AGENT): 136820 ms
Total Talk Time (CUSTOMER): 125168 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/6c9efcc2-79a5-4b39-ad96-a178173ab78a_20250502T20:23_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, I was calling to verify a patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefits for one member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And the patient's policy number, please.
[CUSTOMER][NEUTRAL] It is 01457908.
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments to get the information pulled up for the member.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of plan are you calling about?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, and you're just needing to you do need benefits, is that correct? You're needing a fax back?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. Alright, so just so 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 their date of birth?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII] right now.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So you would have if you wanted to be seen at our office.
[CUSTOMER][NEUTRAL] To the DA and request that you wanna be seen here and then they'll send us the voucher and as soon as we have that then we'll give you a call to get scheduled.
[CUSTOMER][NEUTRAL] For the you it looks.
[AGENT][NEUTRAL] OK, so I, um, I do show that Mr. [PII] is the subscriber on this general policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Right, so we would still need a voucher for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you'll give me a moment to get his facts back pulled up, I'll be happy to send you over his benefit information.
[CUSTOMER][POSITIVE] Devoted is gonna be your time here.
[CUSTOMER][NEUTRAL] OK you would use a different dental company then you would need to know what company that is.
[CUSTOMER][NEUTRAL] And it looks like we have the delta dent for you.
[AGENT][NEUTRAL] And on the facts, will it need to be put to your attention, [PII], or is that not necessary?
[CUSTOMER][NEUTRAL] That one because that's 50 days.
[CUSTOMER][NEUTRAL] That's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you wanted to use the VA you would have to go to the VA and request that uh the voucher be given to us or if you wanted to use the.
[AGENT][NEUTRAL] OK, and what is your fax number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And again that is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm so sorry, I'm giving you your phone number. It's gonna be [PII]. OK, sorry about that, [PII].
[AGENT][NEUTRAL] Alright, hold on one second then. Uh-huh. [PII]. That's [PII]. All right, so I'm just gonna repeat it back one more time. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, well I have just sent that to you, [PII], so provided there's not any type of technical mishap, you should be receiving that very soon and if you will end up filing a claim with us for him once the claim has been processed, we do have a portal in which you should be able to check claim status in.
[CUSTOMER][NEUTRAL] You use the PA.
[CUSTOMER][NEUTRAL] So you went to the VA and requested.
[CUSTOMER][NEUTRAL] And then and then he had a voucher.
[AGENT][NEUTRAL] And the website for that portal is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, thank you and um on that fax, is it gonna include a max or deductible used or.
[AGENT][NEUTRAL] As of now for this calendar year, he has not used any of his benefits or deductibles been met.
[CUSTOMER][NEUTRAL] OK, OK, can I get a reference number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name one more time please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure, OK, thank you so much have a great day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I hope you have a great day too, and thank you again for calling APL.