AccountId: 011433970860
ContactId: 744e4934-6dbc-4c12-a307-3820cff7dbdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216770 ms
Total Talk Time (AGENT): 105138 ms
Total Talk Time (CUSTOMER): 41414 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/744e4934-6dbc-4c12-a307-3820cff7dbdd_20250604T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, you only need eligibility and not benefits, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 02277461
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, now we have the different name as something different.
[CUSTOMER][NEUTRAL] It could be under [PII].
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, so [PII], uh, just so you know, is not on the policy. It is only [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so any info and this is on a dental policy that you're needing eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I, again, any information provided will be a verification of benefits and not a guarantee of payment. I do show that she is covered on this dental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK. And then has she used any of her annual maximum deductible?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] As of now, she has used $268.
[AGENT][NEUTRAL] Of the calendar, your maximum benefit.
[CUSTOMER][NEUTRAL] OK. And she hasn't met her deductible yet?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and would there be a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you're gonna use my name that I gave you along with today's date and then if you all [PII] end up filing a claim for her with us once the claim has been processed, we do have a portal that you should be able to check claim status in.
[AGENT][NEUTRAL] And that website that you would go to for that is [PII].
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome. So if that is all I can help you with, and thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.