AccountId: 011433970860
ContactId: 95389e82-84a2-4f87-9cc4-3bcc5128b307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161899 ms
Total Talk Time (AGENT): 82502 ms
Total Talk Time (CUSTOMER): 60736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/95389e82-84a2-4f87-9cc4-3bcc5128b307_20250121T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm with Valley Park Dental Care and I was calling to check eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, I have 079-980-698.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, that's not an APL policy number. Um, do you have do you have any other, like, do you have a card there?
[CUSTOMER][NEUTRAL] I might have so I've got a different number. I it looks like we've been filing claims with that number, but maybe the policy number is 02148037.
[AGENT][NEUTRAL] OK, yes, the other number, I'm not sure what that is, but you'll file with this policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, the member is [PII] good Lord, [PII].
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Born in [PII], um, but his wife is the patient.
[AGENT][NEUTRAL] All right. And can I have her name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And did you need a copy of the fax back sent over or did you have particular questions about it?
[CUSTOMER][POSITIVE] Uh, the fax back would be great.
[AGENT][NEUTRAL] OK, so on the fax back you'll see the calendar year max, deductible, the percentages, all the frequencies and exclusions, all the ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on that list, then it wouldn't be covered by the policy.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] All right, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, you can, yes.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and I'll go ahead and fax that over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll do it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL [PII], and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you