AccountId: 011433970860
ContactId: 74171c91-8c49-4320-9f33-2791cbaf84ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293239 ms
Total Talk Time (AGENT): 125729 ms
Total Talk Time (CUSTOMER): 50281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/74171c91-8c49-4320-9f33-2791cbaf84ac_20250513T19:28_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, this is [PII] at Doctor [PII]'s office, and I need to verify insurance for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility and benefits for a member?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, alright, yes ma'am, I can help you with that and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Um, it is 548529.
[AGENT][NEUTRAL] OK, now that's not a that's OK. One moment.
[CUSTOMER][NEUTRAL] Let's see, maybe I can.
[CUSTOMER][NEUTRAL] Looks like 00548529 maybe.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] This is on a dental policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, and we do have fax facts of the benefits, so I'll be happy to send you on our dental plans.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, give me just a moment to go ahead and get that part pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I did provide for you, [PII] would 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] Um, her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that she is the subscriber on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see if you'll give me just a moment.
[AGENT][NEUTRAL] Verify one thing.
[AGENT][NEUTRAL] It's just taking a moment, [PII] to load my information for me.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and what's a good fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and will it need to have your name on it or is that not necessary?
[CUSTOMER][NEUTRAL] It's not necessary, at least I'll get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and again I'm just gonna repeat it back [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's it. OK, well I had just sent that to you so provided there's not any type of technical problem, you should be receiving that very soon. And then if you won't end up filing a claim with us, [PII] for her once it's been processed here at APL, we do have a portal in which you can check claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And and the website that you would go to for that is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Was there anything else you
[CUSTOMER][POSITIVE] All right well I appreciate it.
[CUSTOMER][NEUTRAL] That should do it.
[AGENT][POSITIVE] You're certainly welcome. Can I help you with anything else today?
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] All right, thank you. Bye-bye.