AccountId: 011433970860
ContactId: 9618e722-b7b9-40c5-96a0-af3d4c1f8469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276989 ms
Total Talk Time (AGENT): 132546 ms
Total Talk Time (CUSTOMER): 138320 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/9618e722-b7b9-40c5-96a0-af3d4c1f8469_20250225T17:47_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, ma'am. I'm calling from a dental provider's office. I'm calling for a patient of mine to see if she's active and eligible. [PII].
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility for a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. I can help you with that. Are you also going to need a fax back of the benefits if our policy is active?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with both things. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Uh, let's see, policy number is 02013730.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] we, uh, for an emergency we'll consider like, um, if she has a bracket, um, we'll go to fix it if she just got an adjustment.
[CUSTOMER][NEUTRAL] It's been well I tried to bring her yesterday but.
[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 their date of birth, please?
[CUSTOMER][NEGATIVE] Well, I, I was like broken that that was on Friday and then it was broken.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh let me see and I called yesterday and she told me yeah.
[CUSTOMER][NEUTRAL] Yes this is.
[AGENT][NEUTRAL] And so, do you spell your name with or without an [PII]?
[CUSTOMER][NEUTRAL] With the H.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's what she said, but I mean, I called her and I was like she just got it down. I mean Saturday, um.
[CUSTOMER][NEUTRAL] I worked on Saturday, so I couldn't bring her and then I tried to bring her yesterday, but y'all were closed. So she just came.
[CUSTOMER][NEUTRAL] Uh, what's the name [PII].
[AGENT][NEUTRAL] OK, so I do show that she is a dependent on this dental plan and this policy is active, [PII]. The effective date on the plan is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And if you'll give me just a moment to get her information typed on this fact back, I'll be happy to send that to you.
[CUSTOMER][POSITIVE] OK, enjoy your next appointment. Um, no, we reschedule. We just need a job offer today thank you.
[CUSTOMER][NEUTRAL] As well as I just wanted to verify if my doctor's in network with this insurance.
[AGENT][NEUTRAL] OK, this is not a network plan, [PII], so they may choose any provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And [PII], what is it, um, [PII], I'm so sorry, [PII], what is your fax number, please?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that, ma'am?
[AGENT][NEUTRAL] Does it need to be put to your attention or is that not necessary?
[CUSTOMER][NEUTRAL] Is going
[CUSTOMER][NEUTRAL] No, that's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] And again, the fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So I have just sent that to you. So you should be receiving that within just the next several minutes, [PII], and anything that is not on the fax back means it would not be covered under her plan.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK ma'am, um, that's all I needed to know.
[AGENT][NEUTRAL] OK, and then lastly, OK, one more thing, once we have received and processed the claim, we do have a portal that you should be able to check claim status and also have access to the explanation of benefits and.
[AGENT][POSITIVE] And our portal website sir is secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You as well thank you ma'am.
[AGENT][POSITIVE] Uh, thank you too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.