AccountId: 011433970860
ContactId: 764e3dc5-169b-4998-ba5c-310203a6d35f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445489 ms
Total Talk Time (AGENT): 168550 ms
Total Talk Time (CUSTOMER): 145089 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/764e3dc5-169b-4998-ba5c-310203a6d35f_20250324T14:58_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] Yes ma'am, I'm with Lee Casey Dental. I am currently trying to um verify two of our patients. Um, I don't believe we have a provider portal set up with y'all, so I was needing to see if I could get some info.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So is it are these two people that you're needing to verify benefits or get eligibility for? Are they the same family or is it two different individuals completely?
[CUSTOMER][NEUTRAL] It's a, it's a husband and wife.
[AGENT][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] Let me see what we have.
[AGENT][NEUTRAL] One policy. So, yes, ma'am, I can help you.
[CUSTOMER][NEUTRAL] I have her under hers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if he's under the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He may have his own.
[CUSTOMER][NEUTRAL] Let me see, I have them both under her policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. Oh yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] The policy number I have is 605-584.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments, [PII], to get the information pulled up please.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What are your patients' names and dates of birth?
[CUSTOMER][NEUTRAL] OK, my first.
[CUSTOMER][NEUTRAL] Patient will be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then her husband's name and date of birth?
[CUSTOMER][NEUTRAL] And husband is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Thank you. So yes, ma'am, I do show that both are covered under
[AGENT][NEUTRAL] For this policy and it is active with the day [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] The phone cut out. I'm sorry.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK. Can you hear me OK?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am, I can hear you OK. OK, that's OK. So, yes, ma'am, they are both covered under this policy and it is active with an effective date of [PII].
[CUSTOMER][POSITIVE] I can hear you now. I'm so sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, I can send you [PII] back [PII] of the benefits and I can put both of their names on there if you would like for me to do that.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Can you do that?
[AGENT][NEUTRAL] Sure, and one fax that will be sufficient with both names on there?
[CUSTOMER][POSITIVE] That would be perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. So give me just a moment to get that pulled up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Will the facts need to be put to your attention?
[AGENT][NEUTRAL] Or is that not necessary?
[CUSTOMER][NEUTRAL] No, it's fine.
[CUSTOMER][NEUTRAL] No, it's not necessary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is
[AGENT][NEUTRAL] Take a fax number for you, please.
[CUSTOMER][NEUTRAL] It is 6.
[CUSTOMER][NEUTRAL] 601.
[CUSTOMER][NEUTRAL] 657
[CUSTOMER][NEUTRAL] 5889.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to you. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I have just sent that fax back to you so provided there's not any type of technical mishap, you.
[AGENT][POSITIVE] You should be receiving that uh within just the next, you know, few minutes.
[CUSTOMER][POSITIVE] All righty, ma'am. Well, I do thank you.
[AGENT][NEUTRAL] Now, if you
[AGENT][NEUTRAL] Well, you're welcome and just uh one additional once the claim, once we've received claims and they've been processed, we do have a portal that you should be able to check claim status in [PII], and our website for the portal is [PII].
[CUSTOMER][NEUTRAL] OK, and I have secured. [PII]?
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][POSITIVE] Alrighty well I do appreciate you ma'am.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That will be it.
[AGENT][POSITIVE] OK, well then thank you again for calling APO and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Yes, ma'am, you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.