AccountId: 011433970860
ContactId: 88dc6502-6166-4098-b482-8875a73fcce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236539 ms
Total Talk Time (AGENT): 107621 ms
Total Talk Time (CUSTOMER): 54652 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/88dc6502-6166-4098-b482-8875a73fcce5_20250512T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just needing to check a patient's eligibility and benefits.
[AGENT][NEUTRAL] OK, you're needing eligibility and benefits for one member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It's 00624259.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And bringing in the information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, OK, this is you're calling for dental information, is that correct?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][NEUTRAL] OK, so yes, this is a dental policy. She is the subscriber. The policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], if you have not previously received a fax back of her benefit information before, I will be happy to send that to you.
[CUSTOMER][NEUTRAL] I actually have it. I'm just needing to know if she's used any of her benefits for the year.
[AGENT][POSITIVE] OK, I can check that for you.
[AGENT][NEUTRAL] As of now, she has met her deductible and she has used $131 of her calendar, your maximum benefit.
[CUSTOMER][NEUTRAL] And let me see what her max is. Let's see, her max is 1500.
[AGENT][NEUTRAL] 1000 on this plan.
[CUSTOMER][NEUTRAL] OK so OK.
[CUSTOMER][NEUTRAL] And what is her deductible?
[AGENT][NEUTRAL] $50 but it's been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I just need you to change that in here. All right, perfect.
[CUSTOMER][POSITIVE] All right, and that is all I needed to know thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, you're very welcome, [PII], and then one.
[CUSTOMER][NEUTRAL] How much you said all she, all she's used is 100 of her um benefits?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 131.
[AGENT][NEUTRAL] 131, uh huh and then I don't know if you already have our website for our portal, but we do have a portal brand that you should be able to check claim status in once a claim has been processed, and that website that you would go to is secured. [PII].
[CUSTOMER][NEUTRAL] [PII] got it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, well, again, if that is all I can help you with, thank you so much for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am, same thing