AccountId: 011433970860
ContactId: 6ddbd957-7cd9-4500-9872-f7197196a125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267510 ms
Total Talk Time (AGENT): 91894 ms
Total Talk Time (CUSTOMER): 85859 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/6ddbd957-7cd9-4500-9872-f7197196a125_20250417T20:38_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I am calling in regards to, um, a patient's dental plan and just had a couple of questions that I wanted, um, after I got the fax back.
[AGENT][NEUTRAL] OK, [PII], so you were, you're calling to, with some additional questions related to a dental policy and you have received the fax back. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 02415592.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] OK, and 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] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so any information, it would be a verification of benefits and not a guarantee of payment. So how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Um, can you tell me, does this, well, I, um, does this include out of network coverage?
[AGENT][NEGATIVE] This is not a network plan.
[AGENT][NEUTRAL] Benefits, uh-huh, yes, this is not a network plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then does this um run on a calendar or benefit year?
[AGENT][NEUTRAL] Um, on that first page of that faxack everything, it does have that the calendar year max, it's a calendar.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect and then.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, OK, I just wanted to double check since the policy did begin [PII], the major, the 12 month waiting period for major has, has been exceeded, correct?
[AGENT][NEUTRAL] Yeah, sure
[AGENT][NEUTRAL] it goes right because it goes from the effective date of the policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] And then awesome and then I can um I just wanted to confirm that there's also coverage for a spouse.
[CUSTOMER][NEUTRAL] Um, let me see. Her name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Uh yes, ma'am. She is also covered. Mhm.
[CUSTOMER][POSITIVE] OK perfect awesome, that is what I needed. Thank you so much for your help today.
[AGENT][NEUTRAL] OK, well, you are certainly very welcome, and I don't know if whomever you sir um told you this or not, [PII], but if you all end up filing a claim with APL once it has been.
[AGENT][NEUTRAL] Process we do have a portal that you should be able to check claims. Our website for that portal is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect, yeah, once I, um, get those claims submitted, I will, uh, take a look at that. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well you are very welcome. Is there anything else I can.
[CUSTOMER][POSITIVE] No, that is it. I hope you have a great rest of your day.
[AGENT][NEUTRAL] Help you with.
[AGENT][POSITIVE] I hope you do, [PII], and thank you for calling AP.
[CUSTOMER][POSITIVE] Thank you bye bye.