AccountId: 011433970860
ContactId: 6d3c8d63-f68c-4aa0-ab4f-078f08580c71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455589 ms
Total Talk Time (AGENT): 174810 ms
Total Talk Time (CUSTOMER): 79472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6d3c8d63-f68c-4aa0-ab4f-078f08580c71_20250624T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I'm calling from Jefferson Dental, the dental office to verify the eligibility and benefits for a patient. Can you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits on a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], on our dental policies, we have facts backs of the member's benefits that I'll be happy to send to you.
[CUSTOMER][NEUTRAL] Yes, we also accept the fax.
[AGENT][NEUTRAL] OK. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number would be.
[CUSTOMER][NEUTRAL] [PII] and there will be no extension.
[AGENT][NEUTRAL] Did you say no extension?
[CUSTOMER][NEUTRAL] Yes, no extension.
[AGENT][NEUTRAL] OK, thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, that would be 220.
[CUSTOMER][NEUTRAL] 1664.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient name is uh [PII], and the date of birth would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, in our system, he is listed as [PII].
[AGENT][NEUTRAL] And he is the subscriber on this general policy with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is a good fax number that I can send his benefit information to?
[CUSTOMER][NEUTRAL] Yes, the fax number would be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and will it need to be put to your attention, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does need to have your name on the fax.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mention my name.
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] And again, you said the fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] 20 are the last two numbers. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have just sent that to you, [PII], so you should be receiving that very soon. Now if you all end up filing a claim with us uh for him once the claim has been processed at APL we do have a portal in which you should be able to check his claim status and the website that you would go to for that is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patient does not have any history on file, right?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, there is history on file. What code would you like checked?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Any code that may affect the frequencies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Again, I can provide you information on.
[AGENT][NEUTRAL] Codes, if you provide me the code number.
[CUSTOMER][NEUTRAL] Yes, do you want me to provide all at once or one by one?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] So do you need the codes all at once or one by one?
[AGENT][NEUTRAL] One by one
[AGENT][NEUTRAL] And how many do you have?
[CUSTOMER][NEUTRAL] OK, so the postcode.
[CUSTOMER][NEUTRAL] Yeah, I have uh
[CUSTOMER][NEUTRAL] Nearly 10 to 12 coats.
[AGENT][NEUTRAL] OK, so I can tell you the codes that are currently on file.
[AGENT][NEUTRAL] Let me see, just a second.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So there's history for 4910.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] From 12:20 to 24.
[AGENT][NEUTRAL] 0274, the same date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0120, same date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4381.
[AGENT][NEUTRAL] For 625, 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is the history.
[CUSTOMER][NEUTRAL] OK, so can you please give me the call reference number?
[AGENT][NEUTRAL] Yes, sir, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK, can you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, thank you so much for assisting you have a great day. Bye bye for now.
[AGENT][POSITIVE] Absolutely. You're very welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all information. Thank you.
[AGENT][POSITIVE] Thank you, yes sir, well, you're welcome and thank you again for calling APO Marco. I hope you have um a very nice day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye.