AccountId: 011433970860
ContactId: 8820b3be-e898-42d0-aad8-44f5f20b87f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340720 ms
Total Talk Time (AGENT): 124274 ms
Total Talk Time (CUSTOMER): 65430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8820b3be-e898-42d0-aad8-44f5f20b87f3_20250624T12:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I want to verify patients eligibility.
[AGENT][NEUTRAL] I'm very sorry. I'm having trouble understanding you.
[CUSTOMER][NEUTRAL] I want to verify eligibility for this patient for the patient.
[AGENT][NEUTRAL] OK, you're needing eligibility for a member, is that?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell your name for me, please.
[CUSTOMER][NEUTRAL] RE
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII], what is the member's policy number, please?
[CUSTOMER][NEUTRAL] OK. The policy number is 02451069.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Did you say the last number is a 9?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is this for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And any information that I do provide for you today, rejoice with the verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK. The patient's name is, uh, the first name is [PII], the last name is [PII], or the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So I do show that he is the subscriber on this dental policy and yes, sir, it is active with an effective date of [PII].
[AGENT][NEUTRAL] Now, if you will end up filing a claim with us, rejoice for this number once it has been processed, we do have a portal that you should be able to check claim status in, and the website for our portal is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Can I get the facts of the benefits?
[AGENT][NEUTRAL] Oh, I'm sorry. I had asked if you needed benefits and you said you just needed eligibility.
[AGENT][NEUTRAL] So you do need a fax back of benefits?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And will the facts need to be sent to your attention, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'll give you the fax number.
[AGENT][NEUTRAL] Does the facts need to be put to your attention?
[CUSTOMER][POSITIVE] Yes, yes, yes, please.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is that fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm gonna repeat that back to you. So you said [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so that, that fax back has been sent to you, so you should be receiving that very shortly.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Uh, well, you're very welcome. And again, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, that will be all for now.
[AGENT][POSITIVE] OK, well then, thank you for calling APL today, Rejoice, and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] And you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.